IMPLEMENTATION 24 Cost and time 24 Benefits 25 ROI of CRM Projects 27 IX. PRINCIPLES OF CRM 27 X. CRM ISSUES 28 Customer Privacy 28 Technical Immaturity 30 XI. CASE STUDIES 31 Amazon.Com 31 Dell 32 Volkswagen 33 Wells Fargo 34 XII. CONCLUSIONS 36 REFERENCES 37 APPENDIX A BASIC ASSUMPTIONS OF CRM 40 APPENDIX B COMMON MYTHS OF CRM 41 APPENDIX C LIFETIME VALUE OF A CUSTOMER 44 C1. Simple Approach 45 C2. More Sophisticated Calculation 46 C3. Effect of Loyalty Programs 47 C4. Additional
Words: 9056 - Pages: 37
product towards customer orienta-tion, they still need practical holistic concepts enabling efficient sales management and customer approaches. According to PEPELS reporting systems are essential in today’s sales. This incorpo-rates appropriate goal setting and documentation of achievements to monitor progress and success. He further goes saying that reports need to be aligned with customer demands/needs so information gathered and retrieved is useful providing insight in customer satisfaction, reactions
Words: 1156 - Pages: 5
MANAGEMENT INFORMATION SYSTEM PT. INDOSAT Tbk. Trisakti University 2011/2012 GROUP MEMBERS : MELATI DWI ALFARINA 022091010 RIAN AGUSTIAN 022091049 UMI KULSUM 022091060 WORD OF AUTHOR Praise and thank for Allah presence, who upon His grace writers can complete a paper titled "Customer Relationship Management in PT. Indosat tbk”. Writing this module is one of the tasks and requirements to complete the course of Management Information System University majoring in management. In writing this
Words: 4783 - Pages: 20
------------------------------------------------- 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
Words: 7127 - Pages: 29
Online Customer relationship Management Marketing Objectives: Online reputation management, engaging customers in innovative approaches to increase sales and party hall rentals Managing customer relationship is an essential aspect of any small business to its success. Support Provide required contact information on the website for the customer to reach business 24x7 On the website clearly specify contact number and email address Design a feedback form and provide a link on the homepage. Add feedback
Words: 530 - Pages: 3
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
Words: 1680 - Pages: 7
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"
Words: 282 - Pages: 2
Customer Relationship Management and Key Account Management [Name of writer] [Name of institution] Table of Contents Introduction 1 Customer Relationship Management 1 Customer Relationship Management in Business to Business 1 Customer Relationship Management in Business to Customer 2 Issues related to CRM in B2B and B2C 2 Customer Privacy 3 Technical Immaturity 4 Ownership and Accountability 4 Importance of Customer Loyalty 5 Conclusion 5 References 7 Customer Relationship
Words: 1520 - Pages: 7
Customer relationship management (CRM) is a company’s plan to manage customers. It uses technology to automate and organize daily tasks such as sales or customer service. It also allows companies to manage and store data and information collected from these tasks, making them easily accessible to everyone in the company which would need to see any such information/data. In order for TC plc to improve their customer relationship management they should: 1. Create an effective computer system which
Words: 2300 - Pages: 10
Customer Relationship Marketing J.C.Penny Company, Inc, known as JCPenny, is a chain for mid range department store based in Plano,Texas. The company has 1,102 department stores in 49 states and Puerto Rico as of January 22, 20012. The store consists of selling merchandise and services to consumers in its department stores and online at jcp.com. The company sells clothes, jewelry, furniture etc... And it offers its customers services such as hair salon, portrait studio, custom decorating and optical
Words: 1061 - Pages: 5
