Skip to main content

MGT300 - Chapter 11: Building Customer-Centric Organization: Customer Relationship Management

1)CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

➨CRM enables an organization to :

a)Provide better customer service because focus more to customer.

b)Make call centers more efficient because did not have to pass phone to other.

c)Cross sell products more effectively because many products.

d)Help sales staff close deals faster so service will become more faster.

e)Discover new customers.

2)Recency,Frequency ,and Monetary Value (RFM)

➤How recently a customer purchased items (Recency) .To recognize latest customer.

➤How frequently a customer purchased items (Frequency).To know regular customer.

➤How much a customer spends on each purchase (Monetary Value).To know who customer spend a lot.

3)The Evolution of CRM





⟹CRM reporting technology -help organizations identify their customers across other applications.

⟹CRM analysis technologies -help organizations segment their customers into categories such as best and worst customers.

⟹CRM predicting technologies-help organizations predict customer behavior such as which customers are at risk of leaving.











4)The ugly side of CRM


➽Customer will viral to Internet if they did not satisfy with products or services it will affect your company image.


5)CRM's Explosive Growth






*CRM Business Drivers 





*Forecasts for CRM Spending (in billions)


6)Using Analytical CRM to enhance decisions





*Hard to integrates but they try to integrates


7)CRM success factors

⟹CRM success factors include :

a)Clearly communicate the CRM strategy because to communicate with the employees and corporate .

b)Define information needs and flows because organization have many department ,different flows and different systems.

c)Build an integrated view of the customer (operational and analytical integrated customers will be see in one view).

d)Implement in iterations because have divide with steps.

e)Scalability for organizational growth for future growth.

Comments

  1. I’ve been browsing online more than 2 hours today, yet I neverfound any interesting article like yours.
    Crm customer relationship management-Newyork USA,

    ReplyDelete
  2. This is the first time I am visiting your website. I would like to tell you that I am genuinely engaged by reading your blogs. Keep up the good work! Best crm for small business

    ReplyDelete
  3. This is the first time I am visiting your website. I would like to tell you that I am genuinely engaged by reading your blogs. Keep up the good work
    Best crm for small business

    ReplyDelete
  4. smart outsourcing solutions is the best outsourcing training
    in Dhaka, if you start outsourcing please
    visit us:
    Seo training

    ReplyDelete

Post a Comment

Popular posts from this blog

MGT300: Chapter 15 - Outsourcing

Outsourcing Project Insourcing (in-house-development)  – A common approach using the professional expertise within an organization to develop and maintain the organization’s information technology systems Outsourcing  – An arrangement by which one organization provides a service or services for another organization that chooses not to perform them in-house Onshore outsourcing  – engaging another company within the same country for services Near shore outsourcing  – contracting an outsourcing arrangement with a company in a nearby country Offshore outsourcing  – using organizations from developing countries to write code and develop systems Big selling point for offshore outsourcing “inexpensive good work” Factors driving outsourcing growth include; Core competencies Financial savings Rapid growth Industry changes The Internet Globalization According to PricewaterhouseCoopers “Businesses that outsource are growing faster, larger and m

MGT300 - Chapter 10: Supply Chain Management

SUPPLY CHAIN MANAGEMENT The average company spends nearly half of every dollar that it earns on production In the past,  companies focused primarily on manufacturing and quality improvement to influence their supply chains BASIC OF SUPPLY CHAIN The supply chain has three main links: 1. Material flow from suppliers and their “upstream” suppliers al all levels 2. Transformation of materials into semi finished and finished products through the organization’s own production process 3. Distribution of products to customers at all levels List and describe the components of a typical supply chain: • Supplier’s supplier, Supplier, Manufacturer, Distributor, Retailer, Customer, Customer’s Customer INFORMATION TECHNOLOGY’S ROLE IN THE SUPPLY CHAIN             As companies evolve into extended organizations, the roles of supply chain participants are changing. It is now common for suppliers to be involved in product development and for distributors t