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Outline

In: Business and Management

Submitted By marjan1125
Words 2247
Pages 9
Alexandra Frizzell
MGT 611
1st Outline

COMPANY PAPER OUTLINE 1

Companies being considered: Xarisma, Target

1. Customer Relationships Management: structure for how relationship with customer is developed and maintained; PSA is created * Is it easy for employees to use? * How do you measure the success of the CRM system? * Can the system expand as your business grows? * What decisions does management make based on CRM data? * Does CRM fall more to sales or marketing in your organization? * How easy is your system to adopt and what are the training options? * What are the benefits to your business of investing in CRM? (Higher customer retention, improved sales productivity, improved efficiency between different departments, shorter sales cycles, increased profitability, lower marketing costs, reduction in “lost” sales leads, increased customer service response times) * How do you improve processes and eliminate demand variability and non-value-added activities?
2. Customer Service Management: firm’s face to the customer; provides product availability, shipping dates, and order status to customer; designs process to manage PSA * Is it true that the client is always right? * How should management decide what part of its budget it should allocate to ensure good customer care/relations? * What qualities do you look for in managers over customer service? * How do you decide how your products/services in the PSA will be delivered and managed? * How do you monitor and report process performance?
3. Demand Management: balances customer needs with firm’s supply capabilities; includes forecasting demand and synchronizing it with production, procurement, and distribution * How do you approach forecasting demand? Do different parts of your firm need different forecasts? * Where do you get the data required to...

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