Customer Relationship Management
Typically, good Customer Relationship Management is an imperative aspect of any organizational setting. CRM has various benefits that help propel the overall success of a business. This paper critically analyses one case study that put forward challenges experienced in the firm due to a lack of access to data entry into the system. The case study also shows the need to have good business management, for instance, putting the customers’ interests first by responding to them whenever they call to inquire o present any challenge. In this paper, I will outline the information needed to enhance CRM.
Introduction
Customer Relationship Management is a technique that enhances strong relationships with customers and to know more about their needs. Stronger relationships with customers are essential in achieving success in any organizational setting. Again it assists in comprehending the needs of customers by gathering their data and this serves a significant role in the firm mainly in marketing and offering the organization products. This case study is all about Minitrex Company, where there is no integration of client information in the various departments. Clients should always be allowed to consult or express their disappointments with the different services they receive from a company. It is quite frustrating when a customer makes a call but does not get any response. It is recommendable for Minitrex firm to put strict measures that will enable solve this challenge that leads to poor CRM.
Question 1
From the case study, the sales department at Minitrex does not have access to enter customers’ data or details into the system and this results in calling the customer repeatedly which leads to customer frustrations. Customer’s data include their phone number, age, address, name as well as other details that a firm should have. Moreover, the finance and insurance department does not rely on client data to maintain their sales and thus significantly contribute to the dissatisfaction of the clients. Again, due to a lack of effective coordination between the various departments in the firm, the same departments will contact a client a couple of times concerning a single item or agenda and this frustrates the clients hence leading to dissatisfaction which may, in turn, make the firm lose the customers.
Question 2
From the case study, it is precise that Bettmann created a customer contact framework that redesigns customers’ information as well as overhauling of records to financing and protection divisions. Consequently, Harold Blumfen’s division uses two frameworks within which the credit organization framework typically tracks installments and charges. On the other hand, the general organization framework tracks an item that a customer has bought. Again, from the case study, the Mariella Hopkins division is well supported with an administration business focus application that encourages client self-administration through which customers can get credits right away. The client data gets eliminated autonomously in each department. From the case study, Bettmann wanted to convince Blumfen and Hopkins to carry out operations with their customers’ data, where helpful client data needed to be identified together. Ultimately, the client base data may be viewable at all divisions. The customer bills and installments are kept in credit organizational structure while credit and account are rendered at the money division. The client then selects one of the items from the sales department, then buys it from the self-management department. To terminate a process, a customer needs to be placed in 3 divisions. Hence, Bettmann requires to get every person to understand the necessity of CRM. Bettmann also needs to look for ways to handle the current system as he works to get a new system. This will involve ensuring that all customers’ data is fed into the system and also ensuring that all workers in the department have accurate and up to date data. With good leadership as well as good Customer Relationship Management at Minitrex, the department will deliver excellent results and customers will no longer complain of the poor services.
Summary
To sum up, a lack of good customer relations management at Minitrex made the client very frustrated. For instance, when customers made calls they did not get any response. Minitrex firm needs to acknowledge the significance of CRM as it plays a crucial role in the utilization of engineering as well as human assets for the sole purpose of improving the business. Again, good customer relationship management will attract more customers and also retain more hence achieving the set goals and objectives.