Customer Relationship Management Essay

Document Type:Essay

Subject Area:Business

Document 1

Organizations must put in place the right tools that empower them in efficiency and automation. Organizations need to design complex marketing strategies in order to be competitive. These strategies must fulfill the needs of current developing number of marketing channels Marketing refers to those activities adopted by an organization with an aim of promoting their products and create more awareness about the existing products. Marketing is one of the major components of customer relationship management adopted by companies. Marketing can be designed towards a specific group of people or to the general customers. These strategies must fulfill the needs of current developing number of marketing channels. Customer service and support is a department responsible for extending customer relationship and retaining them once a new product is sold or a service is given.

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There have been an increase in complexity of customer interactions which requires the customer service organization to adopt a complex technological infrastructures which is flexible, can be extended when required and scalable. Customer service and support have different components, internet based customer service which empower customers prospects and partners for self service when their have issues and they can easily interact with the enterprise through the web. Contact centers is an essential component of customer service and support which involves all types of channels that a customer can be contacted through including voice calls, fax, email, web, and video kiosks. Offering a consistent customer experience builds loyalty. Loyal customers defect to competitors when there is no loyalty. Loyal customers defect at a lower late than other customers which results in a longer and more profitable relationship with the organization.

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All departments must talk to each other when offering a consistence customer experience. This means sales need to talk to customer support. When using CRM and a customer contacts a company, those concerned are able to retrieve all required and available documents that concerns past activities such as preferences and past purchases which can help them find a solution With customer relationship management, every day task are automated. For everything to function property and in order, there are many small tasks that must be completed along with the surface details of any sale made. Automation takes off the tasks from the shoulders of employees. This is enhanced by the systems and designs of CRM. CRM enhances proper communication. Backups of the information are also required too be kept which adds up expences.

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