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Management Information Systems IT Project - Essay Example

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Customer Relationship Management (CRM) includes all the tools, systems and methods using which the businesses manage customer relationships in a suitable and organized way and is widely used all over the world. It mainly involves the use of technology, automate, and synchronize…
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Management Information Systems IT Project
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Running Head: Management Information Systems Management Information Systems Relationship Management (CRM) includes all the tools, systems and methods using which the businesses manage customer relationships in a suitable and organized way and is widely used all over the world. It mainly involves the use of technology, automate, and synchronize business procedures such as, sales, after sales support, advertising etc. The use of this system enables a company to expand customer base, find potential market and enhance customer relationship. Gauging customer relations is of utmost importance for application of this strategy.
CRM in Business
CRM greatly impacts the running and overall performance of a business. The most important effect of CRM is the reduction of costs. Effective management of customer relation has direct positive effects on the profits of the business and also increases customer loyalty. It also increases efficiency as the customer correspondence is channelized through technological means such as online services. Application of social business strategies may be used for enhancing the procedures of sales, services and other business aspects.
CRM and its Users
The CRM users typically include the customers, the company employees who use it to communicate or collect information of customers and the general public who use it for general information purpose or potential customers. CRM facilitates each user with simplified and hassle-free solutions. A company employee finds it easy to categorize and classify the customers according to company parameters and priorities. This allows for better coordination and better accommodates the quality market (Anderson, Kristin & Kerr, pp. 18). The customer finds it comfortable to have a channel to communicate their concerns and issues to the company and a quick response usually translates into sales. For people in general, CRM provides the right tools for social analysis and allows for reaching the desired market in efficient manner and reduce redundancies. People also get attracted by the features provided by CRM and turn into potential future customers.
CRM and System
The CRM strategy of implementing software and electronic communication means has eliminated the manual work to a bare minimum. The present day customer finds the web to be the easiest way of acquiring information. CRM caters for this tendency effectively. Features like customer services, helpdesk and online customer care representatives allow for more customers to be attracted to the business. The company also operates without fear of losing data as the use of cloud computing system allows for data backups to be made at online locations where the vendors of that online space are responsible for its safekeeping (Dyche, Jill, pp. 25). Technologies like Voice over Internet Protocol (VoIP), Speech applications, internet social networking services, Wireless connectivity features for users, RFID systems, POS, queue management, embedded analytics etc. are just few of the many features provided by CRM that all collectively aim for customer satisfaction.
CRM is a unique set of methodologies and a combination of systems that cater for all the requirements and shortcomings of customer-company relationship. Each system that is part of CRM provides for ease and comfort of the users and collectively all the systems aim for customer satisfaction and in turn generation of more sales. Not only the user, the company also benefits by finding the target market with the aid of CRM. New technologies integrated in CRM ensures safety of data in case of computer malefaction or other mishaps by backing up the data on remote locations. CRM is, therefore, an essential part of any business today.
Anderson, Kristin, and Carol Kerr. Customer Relationship Management. New York: McGraw-Hill, 2002, pp. 18-22
Dyche, Jill. The CRM Handbook: A Business Guide to Customer Relationship Management. Upper Saddle River, NJ: Addison-Wesley, 2001, pp. 25-28 Read More
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