StudentShare
Contact Us
Sign In / Sign Up for FREE
Search
Go to advanced search...
Free

Customer Relationship Management (CRM) Case Study - Essay Example

Comments (0) Cite this document
Summary
This paper discusses customer relationship management (CRM) case study. Overly wants to implement an enterprise-wide Oracle CRM technology. To achieve this, the vertical silos must be integrated with the horizontal process standards. …
Download full paperFile format: .doc, available for editing
GRAB THE BEST PAPER95.6% of users find it useful

Extract of sample "Customer Relationship Management (CRM) Case Study"

19 September Relationship Management (CRM) Case Study Overly wants to implement an enterprise-wide Oracle CRM technology. To achieve this, the vertical silos must be integrated with the horizontal process standards. The first requirement of making this happen is gaining the commitment of the top management serving at all branches across the world regarding the effective implementation of the Oracle CRM technology. Integration of the vertical silos and the horizontal process standards is hard to obtain without addressing the needs of the individual branches. Overly can link a branch’s revenues with the level of successful CRM achieved by the use of Oracle CRM technology, which can in turn be assessed from the customer satisfaction assessment surveys. In this strategy, the branch that has the most satisfied customers gains a larger share in the profit as compared to others. This would motivate the leaders to take the necessary steps to incorporate the Oracle CRM technology in the organizational work setup. No change is effective without a carefully designed change management plan in place. The branch managers should conduct meetings with their staff to make them aware of the need and significance of incorporating the Oracle CRM technology in the work setup so that the subordinates understand them and do the needful to make the plan useful and effective. In addition to that, Overly needs to provide the staff at all branches with the training and education required to operate the portal. Providing the staff with an opportunity of maximizing their earnings and gaining training and education for free are some of the most effective ways of quick development of an enterprise-wide CRM mechanism. Read More
Cite this document
  • APA
  • MLA
  • CHICAGO
(“Customer Relationship Management (CRM) Case Study Essay”, n.d.)
Customer Relationship Management (CRM) Case Study Essay. Retrieved from https://studentshare.org/management/1603457-customer-relationship-management-crm-case-study
(Customer Relationship Management (CRM) Case Study Essay)
Customer Relationship Management (CRM) Case Study Essay. https://studentshare.org/management/1603457-customer-relationship-management-crm-case-study.
“Customer Relationship Management (CRM) Case Study Essay”, n.d. https://studentshare.org/management/1603457-customer-relationship-management-crm-case-study.
  • Cited: 0 times
Comments (0)
Click to create a comment or rate a document

CHECK THESE SAMPLES OF Customer Relationship Management (CRM) Case Study

Customer Service

...into designer language. In the end, management tools like affinity data or tree diagrams are used to sort out data, organize key issues and prioritize ideas. • Foster trusted relationships with customers and stakeholders across the business To foster trusted relationships in the organization, the company follows the simple rule of transparency. Annual statements are issued regularly, dividends paid out and stakeholders taken into confidence before any key decisions. • Deliver service in line with specific standards All service providers are given the standards that they need to cater to while delivering service. Performances are then assessed through : 1. Six monthly...
4 Pages(1000 words)Case Study

Software as a Service Reality

...organisations is of the different software for improving the business operations, like Customer Relationship Management (CRM) and Enterprise Resource Plan (ERP) system (Holsapple & Sena, 2005). These software and Management Information Systems (MIS) allow the organisations to integrate the all components of the value chain and provide the customers with high value at the end of the process (O’Leary, 2004). There are different companies and organisations in the market which are providing the solutions of software and Management Information Systems (MIS) (Oz, 2009). However, a recent development in this regard is the new...
8 Pages(2000 words)Case Study

Customer Relationship Management (CRM) in the Hotel Industry

...RELATIONSHIP MANAGEMENT (CRM) IN THE HOTEL INDUSTRY Answer A: Hotel industry all over the world has evolved since 1990s until now in terms of consumers and marketplace. However, the importance of customer relationship management (CRM) remains there for the hotel industry despite of the changes. “Customer relationship management (CRM) is a management strategy that unites information technology with marketing” (Ueno 2006). Managers of hotels and restaurants are focusing on proper CRM, as it is the key to...
6 Pages(1500 words)Case Study

Case study- social commerce creates new customer relationship

...burden. The company would also have to organize social media activities within the value chain, ensuring supervision, control systems, and those responsible for developing creative Web content. Using social media might require a more decentralized organization. In relation to technology, the brand using this platform for promotion or customer relationship management would need to ensure they have staff trained in gathering analytical online data and transforming it into useful information. 2. What are the advantages and disadvantages of using social media for advertising, brand building, market research and customer service? There are many advantages for using these...
3 Pages(750 words)Case Study

Marketing- CRM (customer relationship management)

... Relationship Management Strategy of Sony Corporation - the Perspective ID 19714 Order No. 282080 [Name] [University Name] [Course Name] [Supervisor] [Any other details] 21 March 2009 Table of Contents: Table of Figures: List of Figures Description & Word Hyperlink Figure 1 Balanced Scorecard strategic framework (Kaplan and Norton. 1996) Figure 2 The Strategic Framework of CRM (Payne and Frow. 2005) Figure 3 Process Model of Customer Knowledge Management (Bueren and Schierholz et al. 2004) Table of Tables: List of Tables Description & Word Hyperlink Table 1 Attributes of Sales Force Automation (Gray, Paul and Byun, Jongbok... . 2001. pp4) Table 2 Attributes of Customer Service Automation (Gray, Paul and Byun,...
18 Pages(4500 words)Case Study

Reflective on Customer Relationship Management Strategy

...Reflective on Customer Relationship Management Strategy Executive Summary In today's competitive market environment, effective brand management becomes imperative in enhancing market share and to attain sustainable growth. To compete with the market leaders and gain competitive edge, companies all over the world are using Customer Relationship Management (CRM) as an effective tool. In such a scenario, the most difficult challenge for a company is to retain their loyal customers and also to attract brand switchers. According to the online survey conducted by a New York-based consulting service firm, 67% of respondents reported switching companies because of poor customer service (Beal, 2008). At this juncture, the present essay... wisely in...
12 Pages(3000 words)Case Study

Introductory certificate in marketing- Understanding customer relationship

.... If the management of the Alabama adventure demands more, they can be convinced that these events cost only to that extent and further given the recession timings, if they do not adhere to our requirements, because, Alabama adventure management may lose a prospective customer, they will surely listen to the demand. In that case, if 100 guests including the staff are invited, it would cost around $4,000 for the event arrangements. Further, $1,000 could be spent towards communication and transportation requirements of the facilities to be arranged for the successful completion of the event. Task: 4 - Response to the member of the staff Dear Staff member, At the outset, we thank you for...
12 Pages(3000 words)Case Study

Customer Relationship Management Program

..., so that an understanding of CRM is developed. Implementation of the Customer Relationship Management program requires well thought change management strategies so that the organization is able to minimize resistance and at the same time is able to take help from the supportive factors. In order to ensure successful implementation of the Customer Relationship Management program it is important to identify important customers with whom the organization want to interact, touch points and delivery channels through which the organization will interact with the customers, and...
2 Pages(500 words)Case Study

Burberrys Angela Ahrendts and CRM

... Task: Burberry’s Angela Ahrendts and CRM Relationship Management (CRM) entails a process that a firm uses, in an attempt to strengthen its link with customers. This is crucial, since it helps the executives and other employees to track and manage their contact with their existing as well as potential consumers. Additionally, CRM aids in improving customer services. It also assists the managers in planning for marketing in potential customers. Angela Ahrendts, the Burberry CEO, has realized CRM’s significance and vastly used this towards her firm’s customer satisfaction and its enormous revenue acquisition (Raab 15). In her speech, it is evident that Burberry has remarkably incorporated technology in its attempt to keep... are aware of...
1 Pages(250 words)Case Study

Case Study--Customer Relationship Management Heads to the Cloud (ITM class)

...of data much faster than using manual methods for processing the same amount of data. The other advantage why large companies should adopt this cloud based CRM service is that it can be customised to meet the need of the organization. It also does not take a long period of time to implement since it is specifically designed to suit the information requirements of the company. The other advantage is that this CRM service is web based and it allows the organization to centralise its information services. This allows the managers to track as well as to monitor all information about the customers which gives them knowledge about the measures they can take in order to improve...
2 Pages(500 words)Case Study
sponsored ads
We use cookies to create the best experience for you. Keep on browsing if you are OK with that, or find out how to manage cookies.

Let us find you another Essay on topic Customer Relationship Management (CRM) Case Study for FREE!

Contact Us