Customer Relationship Management

In: Computers and Technology

Submitted By vibha231988
Words 920
Pages 4
UPS COMPETES GLOBALLY WITH INFORMATION TECHNOLOGY |
United Parcel Service (UPS), the world’s largest air and ground package-distribution company, started out in 1907 in a closet-sized basement office. Jim Casey and Claude Ryan—two teenagers from Seattle with two bicycles and one phone— promised the “best service and lowest rates.” UPS has used this formula successfully for more than 90 years and is now the world’s largest ground and air package-distribution company.

Today UPS delivers more than 13.6 million parcels and documents each day in the United States and more than 200 other countries and territories. The firm has been able to maintain leadership in small-package delivery services despite stiff competition from FedEx and Airborne Express by investing heavily in advanced information technology. During the past decade, UPS has poured billions of dollars into technology and systems to boost customer service while keeping costs low and streamlining its overall operations.

Using a handheld computer called a Delivery Information Acquisition Device (DIAD), a UPS driver can automatically capture customers’ signatures along with pickup, delivery, and time-card information. The driver then places the DIAD into the UPS truck’s vehicle adapter, an information-transmitting device that is connected to the cellular telephone network. Package tracking information is then transmitted to UPS’s computer network for storage and processing in UPS’s main computers in Mahwah, New Jersey, and Alpharetta, Georgia. From there, the information can be accessed worldwide to provide proof of delivery to customers or to respond to customer queries.

Through its automated package tracking system, UPS can monitor packages throughout the delivery process. At various points along the route from sender to receiver, bar-code devices scan shipping…...

Similar Documents

Customer Relationship Management (Crm)

...CRM is that strategy which is designed to minimize cost and maximize profit by solidifying consumer's satisfaction, advocacy, and loyalty. (CRM Magazine, Feb 19, 2010). CRM brings out profiling prospects; acknowledge their needs, building relationships, and enhanced customer service. CRM gathers the consumer's information from sales area, customer support, cross selling and upselling opportunities. CRM purposes and build customer loyalty to improve financial performance. CRM always implemented across multiple sales channels. The key components of CRM are customers, call center, marketing department, sales department, and customer support. (Turban & Volonino, 2011). The Basic idea of CRM is "treat different customers differently" according to their current or potential value to the enterprises. (Turban & Volonino, 2011, P.307). The important factors of CRM are human, process, and technology (WCECS, 2010), but different people categorize in differently. CRM drive revenue growth, productivity and customer satisfaction though it has a lot of challenges to poor user acceptance. (Oracle, 2006). References Arab, F., Selamat, H., Ibrahim, S., & Zamani M. (October 20-22, 2010), A survey of success factors for CRM, Proceedings of the World Congress on Engineering and Computer Science,(Vol II), San Francisco, USA, Retrieved from http://www.iaeng.org/publication/WCECS2010/WCECS2010_pp1121-1125.pdf CRM Magazine (Feb 19, 2010), What is CRM ? Retrieved from......

Words: 282 - Pages: 2

Customer Relationship Management

... movement of money. Nimble application developers are conjuring up the latest cloud services that seek to bypass any entity that slows down steps in both the front and back office. Another example: Banks will be able team up with other parties (such as telcos and post offices) that can provide the “last mile” to consumers with whom the banks have no existing relationship and who can be difficult to reach. In supporting such teaming, the cloud can offer banks in the future an alternate growth strategy—i.e., a bank will be able to provide wholesale banking services outside of its core geography without having to create a presence in the new region by acquiring an established brand. One company that already is using the cloud to push the limits of traditional banking transactions is Britain-based Zopa. According to Zopa’s website, the company “is a marketplace where people lend and borrow money to and from each other, sidestepping the banks. It’s a smarter, fairer and altogether more human way of managing your money, where both borrowers and lenders get better rates.”6 While plenty of questions remain about Zopa’s business in terms of the maturity and viability of these new models to move money, Zopa is demonstrating the “art of the possible” in using cloud computing to orchestrate business processes outside the firewall. Consumer Cloud Computing Banks also will be able to provide a more engaging and relevant customer experience that will enable customers to more easily access......

Words: 5421 - Pages: 22

Crm Customer Relationship Management

...------------------------------------------------- Customer relationship management From Wikipedia, the free encyclopedia Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4] Contents  [hide]  * 1 Benefits of Customer Relationship Management * 2 Challenges * 2.1 Complexity * 2.2 Poor usability * 3 Fragmentation * 3.1 Business reputation * 3.2 Security, privacy and data security concerns * 4 Types/variations * 4.1 Sales force automation * 4.2 Marketing * 4.3 Customer service and support * 4.4 Appointment * 4.5 Analytics * 4.6 Integrated/collaborative * 4.7 Small business * 4.8 Social media * 4.9 Non-profit and membership-based * 5 Strategy * 6 Implementation * 6.1...

Words: 7127 - Pages: 29

Customer Relationship Management

...DISSERTATION TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT “I declare that the above work is my own and that the material contained herein has not been substantially used in any other submission for an academic award”. WORD COUNT: 7621 words. TITLE: EFFECTS OF CUSTOMER RELATIONSHIP MANAGEMENT AT AVON TRINIDAD AND TOBAGO ACKNOWLEDGEMENT I completed my thesis study during my time spent at the School of Accounting and Management in the Anglia Polytechnic University (APU) program. My ability to accomplish my dissertation studies is due to the excellent arrangements that APU was capable of providing for me as a student of that arrangement. During various phases of the research, I received encouragement and valuable comments from several people. Firstly, I would like to thank god for his blessing and guidance throughout this program. Also I am grateful for my parents who gave me support both financially and emotionally, giving me constant encouragement. I would like to express my personal gratitude to my lecturer whose persistent encouragement and support with positive and constructive feedback and guidance throughout my thesis. Without their expertise and knowledge, the output of this research would not have reached the standard that it is. I would like to thank the examiners for their efforts and valuable insights and proposal to...

Words: 11401 - Pages: 46

Customer Relationship Management

...Customer Relationship Management One of the most primary reasons for the failure of sales management for a company could be ignoring the most important aspect of their business—the customers. Based on the information I learned from the external environment, the following will discuss the benefits of CRM and why some businesses fail to implement CRM successfully. In my point of view, CRM is an approach to help a company learn about the needs of customers and enhance the relationship between business and customers. In addition, the company’s CRM system is one of the important resources that determine the extent of a company’s success. It would be big mistakes if a company utilized CRM with the view of improving upselling and profit rather than focusing on customers. Concretely speaking, a right CRM system helps a company to understand their customers, so they ensure which is the best way to serve their customers. As we know, the more a company understands its customers, the more preparation it can make for customers’ needs. Once a company feels confident for customers’ needs, the company can make its efforts to focus on expand the market by attracting potential or new customers. In additional, there are much more benefits a company can gain from a right CRM system. Based on historic data, the company can anticipate the demands to increase sales revenue. A company can design accurate and effective target marketing for specific demographic needs. Also, it will be easier...

Words: 424 - Pages: 2

Customer Relationship Management

...1.0 Introduction 1.1 Background of CPC Canada Post Corp. (CPC), a Canadian Crown enterprise, is Canada’s national postal service provider. CPC has 66,000 employees and it is also the country’s fourth largest employer. It serves 30 million residential customers and more than 1 million commercial customers, delivers more than 10 billion pieces of mail annually, and maintains relationship with more than 24,000 retail sales points for CPC products and services. CPC maintains relationships with more than 24,000 retail sales points for CPC products and services. 1.2 Problem of CPC From the company started the operation until now, CPC was faced increasingly competition from aggressive independent carriers that were targeting specific business sectors. Customers’ experience with CPC was often complicated and frustrating. Besides, CPC also lack of the knowledge of how to manage their customer, but leaned to focus on their technical process improving the interior works instead of issue what their customer needs and wants (Canada Post: Customer-focused Delivery). A customer could call three or four times about the same issue and receive different responses from call center agents. 2.0 Importance of CRM to CPC Process redesign for Customer Relationship Management (CRM) is so important for CPC’s success. CRM is containing every details of a company’s customers, thus, it’s easy to track a customer. It also can be using to determine a favorable customer (Importance of Customer...

Words: 2355 - Pages: 10

Customer Relationship Management

..., these are the value that drive Samsung as a creative and innovative giant in the industry. The TRIZ technique Samsung’s has adopted an innovation method originating in Russia, Adopted from 2000 onwards called TRIZ, TRIZ is a methodology for systematic problem solving. “It asks users to seek the contradictions in current technological conditions and customer needs and to imagine an ideal state that innovation should drive towards.” TRIZ is a major factor in Samsung as it was used to derive many important new inventions such as its proprietary “super AMOLED” screen technology. This method has saved in excess of $100 million in its first few projects and is now a mandatory skill for the engineers and creative elite within Samsung. TRIZ now is so important that at Samsung even the subsidiary CEO has to take TRIZ training. Samsung's approach to innovation through the TRIZ method is different when compared to both Apple’s and Google's, but it is more about systematically developing a group of talented individuals that in turn work a methodical creative process. Samsung’s Work Culture Samsung’s work culture along innovation is more centralized upon gathering talented individuals, and nurturing them so that they can bring innovative products that drive the company. Samsung considers its strongest assets their talented researchers and engineers, as more than a quarter of their employees estimated to around 50,000 in 2012 work daily in R&D. As seen by an extract from......

Words: 2175 - Pages: 9

Customer Relationship Management

... supervisors resolve customer complaints? 3. How much time do they spend on the call? 4. How long does it take to resolve a complaint? APPENDIX C KEY 1) Data Flow Diagram [pic] 2) Context Diagram [pic] 3) Sequence Diagram [pic] 4) Use Case Diagram [pic] 5) Entity Relationship Diagram [pic] 6) Package Diagram [pic] BIBLIOGRAPHY 1. Boot L, (1997), Businees Computing, Juta and co Ltd 2. Capron H.L(1999), Computing Tools for Information Systems 3. Dolgite D.G and Mockler R.J (1991), Using Micro Computers 4th Edition, Prentice Hall, London 4. Erwin G.J and Blewett C.N (1998), Business Computing Juta and Co Ltd 5. Green, (1998), Data Communication, Prentice Hall Informational 6. Hughes Aircraft Company (1999) An Improved Micro level Software Development Resource Estimation 7. Martin J. and McClure C(1983), Software Maintenance, Cobly College, New Jersey, USA 8. O’Leary T.J and Williams R.L(1999), Micro Computing 7th Edition, MacGraw-Hill Book Company, New York, USA 9. Oliver E.C and Chapman R.J, Data Processing and Information Technology 8th Edition 10. Robert S. and Mary, Summer Management Information System 11. Thompson R, and Cats Baril W, (1998), Information Technology and Management, Prentice Hall Irwin Publishers. 12. Ian Somerville 2000 13. Equinox Journal 2007 Internet 14.......

Words: 13685 - Pages: 55

Customer Relationship Management

...Customer Relationship Management According to Kotler and Keller (2009), customer relationship management is the way in which organizations manage specific information they obtain about their individual customers for the purpose of increasing customer loyalty (p.67). There are many different ways that organizations can go about building meaningful relationships with its customers. Establishing and maintain loyalty with customers is very important to the future success of an organization. The way for an organization to ensure that customer loyalty will remain intact is to never cease to present quality products and or services to their customers. This can create value to these products and services. The use of CRM can increase customer satisfaction and customer loyalty. The influence of customer satisfaction on loyalty should be noted when making connection More and more organizations are realizing that having customer centered operations are no longer optional. With this in mind, CRM can be viewed as a tool used to develop businesses and create a framework used to improve the delivery of services or products to its customers (Kapenen, 2004). In the past, customer satisfaction has been used to explain a customer’s loyalty but marketing scholars argue that there is a relationship between customers’ perceptions and behavior; but for the most part, customer satisfaction is still expected to play a major role in customer retention (Gustafsson, Johnson, & Roos, 2005,......

Words: 301 - Pages: 2

Customer Relationship Management

...Customer Relationship Management A Framework for Customer Relationship Management 3 main topics of the article 1. Old and new marketing approach differences – what are the reason for the shift in the marketing approach Old | New | Transaction based | Reaction based | Mass advertisement | One to one marketing | Price oriented product | Customized | Acquisition | Retention | Indirect communication | Direct communication | | | Transaction Marketing (old approach) Just one exchange between company and customer and this is the product from company to customer and money from customer and company. Main objective is to maximize the profit out of this single transaction therefore there is a strong need to acquire more and more customers. Relationship Marketing (new approach) Main difference between TM and RM: multiple transactions between company and customer. Objective: to maximize Profit out of multiple transactions with a single customer. The profit out of multiple transactions with one single customer is called: Customer Lifetime Value Reasons for the shift 80/20 rule (80% of the profit is generated by 20% of the customers) Globalization | competition Acquisition is more expensive Cross and upselling Acquisition vs retention is the main reason for the shift 2. Main objective of CRM * to simplify marketing and sales process * To make call centers more efficient * To provide better customer service * To...

Words: 739 - Pages: 3

Customer Relationship Management

... full-service travel management company operated by Expedia Inc, has chosen salesforce.com Winter '04 for on demand customer relationship management (CRM) service. Expedia Corporate Travel said it chose salesforce.com Winter '04 for the ability to modify and customize salesforce.com. As Expedia Corporate Travel expanded with a new field sales force and account management team, they needed a CRM system that could grow along with the company and replace its existing internal solution. The new solution helped Expedia(R) Corporate Travel achieve these goals, as well as use workflow to integrate the business processes of different departments — from sales to account managers to implementation groups.  "The salesforce.com on demand utility model really works — we have come to rely on it like a dial tone," said Howard Mendelsohn, vice president of strategic planning and new business initiatives, Expedia Corporate Travel. "With some of other solutions we examined, there was always the danger of it taking too long to get up and running, the system not working or users not having access. But with Winter '04 we can focus on mission-critical activities that drive the success of our business."  Expedia Corporate Travel said it liked the solution's user-friendly features, particularly Microsoft Outlook integration to capture and remember all communications for organization-wide visibility, and Opportunity Sharing to effectively manage all details of multiple deals...

Words: 3141 - Pages: 13

Customer Relationship Management

...UPS COMPETES GLOBALLY WITH INFORMATION TECHNOLOGY | United Parcel Service (UPS), the world’s largest air and ground package-distribution company, started out in 1907 in a closet-sized basement office. Jim Casey and Claude Ryan—two teenagers from Seattle with two bicycles and one phone— promised the “best service and lowest rates.” UPS has used this formula successfully for more than 90 years and is now the world’s largest ground and air package-distribution company.            Today UPS delivers more than 13.6 million parcels and documents each day in the United States and more than 200 other countries and territories. The firm has been able to maintain leadership in small-package delivery services despite stiff competition from FedEx and Airborne Express by investing heavily in advanced information technology. During the past decade, UPS has poured billions of dollars into technology and systems to boost customer service while keeping costs low and streamlining its overall operations.            Using a handheld computer called a Delivery Information Acquisition Device (DIAD), a UPS driver can automatically capture customers’ signatures along with pickup, delivery, and time-card information. The driver then places the DIAD into the UPS truck’s vehicle adapter, an information-transmitting device that is connected to the cellular telephone network. Package tracking information is then transmitted to UPS’s computer network for storage and processing in UPS’s main...

Words: 920 - Pages: 4

Crm (Customer Relationship Management)

...Customer relationship management entails all aspects of interaction that a company has with its customers, whether it is sales or service-related. While the phrase customer relationship management is most commonly used to describe a business-customer relationship, CRM systems are also used to manage business contacts, clients, contract wins and sales leads. How CRM is Used Today CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up-sell more effectively, close deals, retain current customers and better understand who your customer are. Organizations frequently look for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, email organizers and different types of enterprise applications. CRM Usability CRM software has typically been considered difficult to use. As an enterprise application, stability, scalability and security has been the primary focal points of CRM solutions. Usability, according to this Enterprise Apps Today article, was not a key part of CRM which often resulted in failed software projects, largely attributed to undue complexity. With increased adoption of CRM applications, however, today's CRM software vendors make usability a central part of their products. To improve usability many vendors today focus on usability issues to make CRM workflow as simple...

Words: 1680 - Pages: 7

Customer Relationship Management

... Customer Relationship Management VSF This book is dedicated to my children Emma and Lewis of whom I am enormously proud. Customer Relationship Management Concepts and Technologies Second edition Francis Buttle AMSTERDAM • BOSTON • HEIDELBERG • LONDON • NEW YORK • OXFORD PARIS • SAN DIEGO • SAN FRANCISCO • SINGAPORE • SYDNEY • TOKYO Butterworth-Heinemann is an imprint of Elsevier Butterworth-Heinemann is an imprint of Elsevier Linacre House, Jordan Hill, Oxford OX2 8DP 30 Corporate Drive, Suite 400, Burlington, MA 01803, USA First edition 2009 Copyright © 2009, Francis Buttle Published by Elsevier Ltd. All rights reserved. The right of Francis Buttle to be identified as the author of this work has been asserted in accordance with the Copyright, Designs and Patents Act 1988 No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means electronic, mechanical, photocopying, recording or otherwise without the prior written permission of the publisher. Permissions may be sought directly from Elsevier’s Science & Technology Rights Department in Oxford, UK: phone ( 44) (0) 1865 843830; fax: ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material. Notice No responsibility is assumed by the publisher for any injury and/or...

Words: 171161 - Pages: 685

Customer Relationship Management

...Customer Relationship Management Holly Smith August 16, 2011 Introduction Customer acquisition and retention have become essential in a highly competitive global market where advanced technological and web-based tools and applications are used to lure new customers as the old marketing strategy of quality goods at low cost has become redundant and the focus is on customer centric marketing and product development. Customer Relationship Management (CRM) has been defined as, “a cross functional, customer-driven and technology-integrated business process management strategy that maximizes relationships” Chen and Popovich (as cited in Parsongsukan,2010, p.17). The successful implementation of a CRM strategy requires organisational transformation, changing business processes and only then can CRM implementation achieve the desired results and CRM vision. CRM implementation cannot be restricted to software and technological upgradation for enhancing customer database management. CRM is an integrated approach that requires organisation and business process transformation for effective implementation. History of CRM The evolution of CRM started from mass marketing when companies’ mass- produced goods and services believing that customers had similar needs and preferences. This trend gave way to target marketing where marketing campaigns were used to target goods and services to different strata’s of consumer...

Words: 2689 - Pages: 11