Technology and Business Assessment: Implementing a CRM Tool.

The Vice President of my department decided to step bum and ask the question, how do our customers perceive the formation and are we confrontation their needs? Its a proven fact that it costs 10 times as much to bring in a new customer as it does to retain one and that the experience a customer has of a company is based on their experiences with people from the company. Client Services Representatives (CSR) are the first microscope stage of contact customers have with our organization and it was decided that a ride was necessary to enhance that relationship. With that simple idea, the implementation process of our organizations CRM rotating shaft began. Customer Relationship Management (CRM) is a bank tone strategy to call for and manage customers to optimize large confines value. CRM requires a customer-centric business philosophy and culture to support good marketing, sales, and services processes. CRM tools send packing enable effective customer relati onship management, provided that an organization has the proficient leadership, strategy and culture. Information is the identify to success. Just by providing a full lifecycle view of the customer to whomever they might contact (sales staff, CSRs, work support or management) an organization will begin operate customer satisfaction levels rise. change magnitude customer satisfaction at one time translates into higher(prenominal) rates of repeat business and the schoolment of long term customer relationships.

Since we were just starting extinct, we postulate to develop the requirements first. We had to define the problem, gull whats going to solve that problem and understand the f unctionality of that solution. In otherwise! words, in order to increase the focal point out of marketing campaigns this year, boost sales and enhance customer service, we needed individual customer profiles. Once management understood the requirement, they started to come out for technologies that support that particular functionality. Management felt that the correct flair to... If you want to get a full essay, order it on our website: OrderEssay.net

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