Customer Relationship Management of Warnaco Group Company - Essay Example

? Project Analysis Lecturer: Project Analysis Introduction The concept relationship management (CRM) hasevolved overtime; thus many organisations have made significant efforts of installing the CRM software in order to enable them interact with their customers effectively. The CRM is an effective model employed in business organizations for managing customer relations and it involves the use of technology in organizing, automating and synchronizing customer service or offering technical support in business management process. The CRM is a significant business management tool employed in the contemporary business environment for enabling organisations to achieve their business goals effectively. The case study involves Warnaco Group Company, which is a women’s clothing industry whose team is charged with installation of a new CRM system at the marketing department level of the company. Information-gathering Techniques and Design Methods Most of the technical staff members understand the significant of collecting information from clients, users, employees, stakeholders and many others as the fundamental part of their job. Most of them employ both qualitative and quantitative research design methods for data collection in order to obtain their intended project goals effectively. The there are various ways or techniques of gathering information and the most common methods employed includes surveys, focused groups, interviews, questionnaires and literature searches. However, these methods depend on what the technical staff in the Warnaco Group Company demand; thus defining the information they need through designing effective methods will enable them to retrieve information successfully. Gathering information is one of the first crucial aspect for technical officers and many technical staff members attempt to muddle their way by employing a poorly planned information gathering technique in project process. Myers and Avison (2002) argue that well planned methodologies and implementation of effective techniques in data collection process is vital. Questionnaires/Surveys The technical team in the Warnaco Group Company will employ surveys and questionnaires in gathering information before the installation of CRM software system in an organisation. These techniques are significant because they will enable the technical team to reach a large audience across the departments. Employing specific questions can enable project designers to get a clear data set than surveys because surveys tend to produce a low response than questionnaires, which can produce a higher response. However, the technical team or project design team can increase survey response and this is through ensuring that the survey questions focuses only on the concept of CRM system. According to Marczyk, DeMatteo and Festinger (2005), the use of questionnaires and survey designs will enable one to design a project effectively because it tells what people wants. Knowing what people wants can be the key factor for the success of any project being implemented. Many companies measure the attitude of employees and customers; thus the best way to gather or find information about them is to design survey or conduct interviews. Focused Groups The technical staff members of the project can employ focused group discussion or group interview and this is vital because it can enable them to gather adequate information about the project. Focused groups are effective especially in case the interviewer want to create a dialogue about the project program. This can enable respondents to interact freely with the project designers; thus gathering significant information about the project. The use of focused group is vital because this technique is mostly employed in testing new approaches such as discovering stakeholders concern towards the installation of the CRM software in the Warnaco Group Company. A group of stakeholders of the company can meet in a discussion or conference room whereby the trained moderator will train or discuss with them about the issues regarding the installation of CRM software system. Interviews The use of interview can be a valuable feedback tool in data collection process because it can offer significant information about the CRM software system. Many organizations dedicate a lot of their energy and resources in setting up and managing the CRM capability in order to achieve success (Kesler and Kates, 2011). Dixit and Kumar (2007) argue that structuring system analysis and designing projects in an effective manner is imperative; thus employing effective research design methods can contribute to better results. The technical team at the Warnaco Group Company can employ interview because this is one of the effective quantitative research design methods for collecting data. CRM software is a new concept in many companies; therefore, carrying out stakeholder interview can enable the company to achieve their project goals successfully. Project Analysis and Evaluation The project became successful because the technical team communicated about the survey techniques and also communicated about the results effectively. Marczyk, DeMatteo and Festinger (2005) argue that communicating about the results when employing survey as one of the information gathering techniques is vital because this technique can offer clear information for further analysis. Moreover, the use of focused group discussion provided good background information, which was a basis for other tools such as questionnaires, interviews and many others. It also provided more reliable information about the ideas and attitudes of the given group towards the installation of the CRM software in the Warnaco Group Company. This technique also provided opportunity to the technical team members for probing into specific comments or issues about the project. Additionally, the project became successful because of employing surveys or questionnaires as among the significant information gathering techniques is imperative. This is because use of surveys and questionnaire techniques can enable the project team manager to gather quantifiable data about the need for CRM installation (Kesler and Kates, 2011). The method are easy and cheap to administer once they are designed; thus they contributed to the success of the project since each stakeholder or end-user was able to understand the specific needs and views of people. Conclusion In conclusion, the project involved an analysis of Warnaco Group Company, which is a women’s clothing industry whose team is charged with installation of a new CRM system at the marketing department level of the company. The research project argued that most of the technical staff members understand the significant of collecting information from clients, users, employees, stakeholders and many others as the fundamental part of their job. This is through employing effective research design methods including qualitative and quantitative in gathering information. The most commonly employed techniques employed in data collection process included use of surveys or questionnaires, focused groups and interviews. Lastly, the project revealed that the project became successful because the technical team communicated about the survey techniques and the results effectively. References Dixit, J. B., & Kumar, R. (2007). Structured System Analysis And Design. New Delhi, India: Laxmi Publications Pvt. Ltd. Kesler, G., & Kates, A. (2011). Leading Organization Design: How To Make Organization Design Decisions To Drive The Results You Want. San Francisco, CA: Jossey-Bass. Marczyk, G. R., DeMatteo, D., & Festinger, D. (2005). Essentials of Research Design And Methodology. Hoboken, N.J: John Wiley & Sons. Myers, M. D., & Avison, D. E. (2002). Qualitative Research In Information Systems: A Reader. London: SAGE. Read More