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Customer Relationship Management - Essay Example

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This essay will discuss how customer relationship can be managed from an organization’s perspective. Customer relationship management (CRM) is a strategy used for managing a company’s relationship with its customers. As a result, effective customer service is necessary in this case…
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Customer Relationship Management
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Download file to see previous pages According to the research findings learning relations should mature for positive results to be achieved; the use of IDIC enables customization of customer relationship. According to Peppers & Rodgers, IDIC involves several tasks, which can assist an organization to build learning relationship. Identifying customers is very important for a company, since it is easier to know the preferences of that specific customer. Differentiating customers involves identify customers of different levels, and their different needs; indeed, interacting with customers is vital. Therefore, organizations must improve their interaction, which enables the company to identify the needs of customers. Customizing customer treatment involves engaging the customer in a learning relationship, which includes adjusting the company’s behavior to meet the needs of a customer. In addition, use of ICTs enables an organization to research on effective CRM tools, which can foster learning relationships, and as a result, attracting and retaining customers. An organizational chart clearly shows the structure of an organization. As a result, these charts aid in organizing the place of work, by providing managers with departmental information. Therefore, a well-organized structure will definitely boost the customer relationship management through prioritizing on customer needs and fostering healthy interaction with such customers. Below is the Imperial Limited’s organizational chart; this organization interacts with customers daily, as it provides decoration services for weddings and other events. Figure 1: imperial decoration company, organizational chart How should that chart be changed in order to facilitate customer management and to make sure people are evaluated, measured, and compensated for building the value of the customer base? Currently, the company comprises of the chief executive officer, a vice president, and managers in all the respective departments. Generally, managers’ responsibility involves co-coordinating activities in their respective departments and reporting to the vice president, who reports to the chief executive officer. However, in order for the organization to foster customer value through managing relationships, it must be ready to identify, differentiate, and interact with customers. According to Day (N.d, p.2), organization structures include coordinating mechanisms; however, they should be more customer-focused. Imperial Decoration Company is a service rendering company, where the human resources department deals with employees’ welfare, which includes training, salaries, and annual leaves among others. The marketing department markets the company through advertising, good customer services, and promotion. The accounts department handles all the returns of the company. Competition is increasing and the company needs to ...Download file to see next pagesRead More
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