Welcome

Anti Essays offers essay examples to help students with their essay writing.

Sign Up

CRM Essay

  • Submitted by: SamaliSCB
  • on December 9, 2008
  • Category: Miscellaneous
  • Length: 3,929 words

Open Document

Below is an essay on "CRM" from Anti Essays, your source for research papers, essays, and term paper examples.

1. TERMS OF REFERENCE
1.1 Introduction
Any profitable making companies would have realized the importance of “working with customer for success”. Globalization has even changed the business mindset on “producing faster and cheaper”, where quality customer care and service become the only sustainable competitive advantage.
Customer Relationship Management (CRM) is considered as a business strategy with customer orientation mindset. Its goal is to maximize the profitability, revenue and customer satisfaction.
This paper evaluates the CRM approach of the selected business domain and propose change plan for uplifting customer satisfaction level.

1.2 Terms of Reference
• Generally describe the development of CRM over recent years.
• Outline the organization background and the CRM practice of selected business domain.
• Identify the customer groups and approaches to customer focus.
• Analyze the gaps between customer expectations and perceptions, and how should they be managed.
• Identify the risks of existing CRM approach.
• Identify and evaluate new CRM approaches.
• Propose changes for new CRM strategy and the implementation plan.




2. RESEARCH METHODOLOGY
Term of Reference DESK RESEARCH FIELD RESEARCH LITERATURE
RESEARCH
Internal Internal / External Used Models/
Frameworks
2.1 Development of CRM over recent years  Internet

2.2 Outline the organization background and the CRM practice of selected business domain.  ??? Organization Chart.
 ??? Intranet.
 ??? Newsletter. Interview with HR and employees of ???.
2.3 Identify the customer groups and approaches to customer focus.  ??? Organization Chart.
 ??? Intranet. Interview with ??? managers.
2.4 Analyze the gaps between customer expectations and perceptions, and how should they be managed. Staff surveys and feedbacks. • Paul Greenberg2,
• Porter3,
 Value Chain Analysis
 Kano Model
 QFD

2.5...

Show More


Citations

MLA Citation

"CRM". Anti Essays. 16 Dec. 2018

<http://cassandralynndesignllc.com/free-essays/Crm-26279.html>

APA Citation

CRM. Anti Essays. Retrieved December 16, 2018, from the World Wide Web: http://cassandralynndesignllc.com/free-essays/Crm-26279.html