...The response addresses the queries posted in 1725 words with references. //As per the directions, the section explains about the operational approaches that can be used for service and manufacturing organizations. It discusses the important operational approaches like Customer Relationship Management (CRM), Enterprise Service Management (ESM), Supply chain Management (SCM) and Decision Making Framework (DMF).\ To serve the different needs and expectation of various customers effectively, it is necessary to implement effective operational approaches, which enable the organization to meet the standards of particular industry. There are various operational approaches for a service and manufacturing organization, which are necessary for increasing the productivity and efficiency of the organization. I have chosen consumer relationship management as an operational approach for service organization and supply chain management for manufacturing organization. Operational Consumer relationship management: It is used to handle relationship with customers and assists the front office business processes such as marketing, sales and service. Each contact with the customer is added to the contact history of the customer, which can be used later by the employees to analyze information from the customer's database. This CRM practices the data of customer for a number of purposes such as to manage different campaigns, sales force automation and marketing automation. Enterprise service...
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...ways. As years past, aircrafts has turned out to be more reliable whereas humans on the other hand, has progressively in one or another played an important role in aviation accidents. It is rather surprising when consider all the effort and the expenses that had been put into management , several forms of research , and even training and development. It is indeed true that aviation safety has rather greatly improved over the last few decades , which has made flying the most safest method to travel around . Nevertheless, there is still human error related accidents occur. As humans being prevalently contributing to human errors, various human errors preventive approaches and accident investigation schemes were introduced. Till today, there are efforts implemented systematically to organize these schemes and approaches , but many are not clearly defined . Therefore, any safety professionals , are rather at a loss when deciding on whether to choose which preventive approach. This eventually led the professionals to rely primarily on the their personal experience and intuition to address the needs. Introduction to Crew Resource Management For the past several decades, humans has rather played a very progressively role in the aviation .At the same time, a growing number of several aviation organization has voluntarily assigned their personnel with a few of the developing safety programs as to address the unconditioned human error issues. Sadly, many of today’s aviation safety...
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...“CRM is a Business Strategy whose outcomes optimize profitability, revenue and customer satisfaction by implementing customer-centric processes” (Garther) Nowadays, in order to help any business to achieve their main goals, many companies have chosen to implement a Customer Relationship Management strategy to deal with their customers. Identifying relationships between the business goals and CRM implementation is necessary for any business, The implementation of business strategy means the usage of appropriate methods and business processes in that way, which will effectively improve the relationships with your customers. In some cases it may require planning and executing marketing campaigns, driving leads to sales and ensuring that customers are being served quickly and in lowest cost. The main goal of implementing CRM into a company is to combine business processes, IT tools and people. The process of choosing strategies to implement CRM may depend on the priorities of the business. To implement CRM strategies business must cover 4 main areas: 1) Culture – The values and practices shared by the company’s employees. 2) Structure – The restructuration of every department within organization to deliver all necessary information to customers. 3) Process – The process of combining employees into one group (from time to time) to acquire communication and interaction skills 4) Technology - Introduction of new technologies in order to facilitate and organize the...
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...5)WESTPAC was the first banking corporation to be established in the year 1817.. WESTPAC collection associated with personal company’s models in addition to companies is targeted on a common goal -- delighting your 11. 8 million shoppers in addition to assisting these achieve their personal objectives. Since they daily contain with accruing resources and providing personal loan for the personal folks, marketplace, management and business segment for example. Finance institutions offer various kinds of companies with their clients. This advertising and marketing management philosophy that keeps obtaining organizational goals depends upon figuring out the wants in addition to desires associated with target audience in addition to delivering the sought after satisfactions superior to competitors. At this point it's very crystal in addition to clear that checking in addition to advertising and marketing are a couple various terminologies. Usage of promotion moderate: We have used newspapers as being a promotion moderate with the WESTPAC financial institution. Classifieds have a robust history associated with supplying exact, trusted media, but they are progressively considered out-of-date. Classifieds utilize reporters exactly who realize how to uncover fundamental details of important reports. Online resources, however, are progressively stuffing this kind of position. Some causes of employing newspapers as being a moderate associated with promotion: • Newspapers are classified...
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...Conceptual Framework for E-CRM Project Deployment in Indian Banks Ashwini Atul Renavikar ashvinirenavikar@yahoo.co.in University of Pune Sharad L Joshi sharadljoshi@gmail.com Marathwada Mitra Mandal Institute of Mgt Education, Res and Training, Pune A survey of Database Group (2006) has revealed that approximately 65% of the financial institutions have failed in getting expected benefits from huge investments in CRM technology. Another finding of the study conducted by I-L Wu and K-W Wu (2005) approximately 60% of the web-based CRM software (e-CRM) installations are failures. With these findings at the background the researchers have attempted to study the aspect of e-CRM deployment in 11 Indian banks (34 branches) with specific reference to banks in Pune and Mumbai. The study has been conducted in a sectoral comparison of public, private and cooperative banks. The study has contributed to the body of knowledge by suggesting a conceptual framework – PCM-PPT framework which is a result of quantitative and qualitative analysis of responses by bankers and e-CRM consultants. Keywords: e-CRM, Relationship Marketing, McCall’s Quality Factors 1. Introduction Customer relationship management (CRM) is that part of an enterprise’s business strategy that enables the entire enterprise to understand, anticipate and manage the needs of any current and potential customers. CRM is not an event or a technology, or even an application or a process. Ideally, CRM is a comprehensive strategy...
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...The Ministry of Education and Science of the Russian Federation Plekhanov Russian Academy of Economics Chair of Foreign Languages PROJECT “Customer relationship managment” Performed by Mikhaylyuk Sergey Marketing Faculty Group 1509 Supervised by Mironova Dina Aleksandrovna Project defended on: ______________ 2010 __ Evaluation: ____________________ Tutor’s signature: ____________________ Moscow 2010 Contents Introduction 3 Contextual Background 4 The difference between CRM and relationship marketing 7 Benefits of Individualisation 8 1.1. to the organisation 8 1.2. to the consumer 8 Application of CRM 10 1.1. Electronic Customer Relationship Management (eCRM) 10 1.2 CRM and Supplier Management 10 1.3 Customer Relationship Management and the Marketing Plan 11 Conclusions 13 Bibliography 14 Introduction The study of marketing is one that has been fixed on an evolving range of marketing segments over the last fifty years or so. A look at the progress of the changing focus of marketing shows a considerable shift in thinking. In the 1950's marketers were mostly focused on consumer goods, while the 1960's saw a shift towards industrial markets. In the 1970's effort was focused on non-profit or societal marketing, while in the 1980's the services sector received increasing attention. This leads us to the 1990's and through to the present where relationship marketing is the new focus of marketing...
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...CUSTOMER RELATIONSHIP MANAGEMENT STRATEGY (A TEACHING CASE STUDY) Tamilla Curtis Nova Southeastern University 317 Aleatha Drive, Daytona Beach, FL 32114 Donald Barrere Nova Southeastern University 1900 Pelican Landing Blvd, #1023, Clearwater, FL 33762 Tom Griffin Nova Southeastern University 2900 NE 30th St. Unit 8G, Fort Lauderdale, FL 33306 MASHKIN GROUP Mashkin Group Inc. (Mashkin), a wholly owned subsidiary of Amir Inc., a British financial conglomerate, is a medium-size, asset-management group based in the US. Mashkin consists of three primary divisions: a mutual fund company with $10 billion in assets; a separate, but closely affiliated asset management company with $15 billion in assets; and a financial services company. Since the early 1990s, these three enterprises have shared the same client database and other software programs. The first program utilized, an inexpensive, off-the-shelf system with limited capabilities, was used by the sales department of both the mutual fund company and the asset management company primarily to store names, telephone numbers, and notes of salespeople. A second program was used by the IT department to update the database as new clients arrived and record daily sales data. A third program was installed at all internal and external salespersons’ workstations and laptops to provide current data to the sales force. In addition, the Client Service Call Center used a separate designed-in-house program to track incoming call activity...
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...expectations. Acquiring and retaining customers will help to ensure our profitability. Using CRM we can manage how we get customers, keep them, and service them. First, we should identify and prioritize our CRM needs, both short-term and long-term. We should also consider how our tactics fit into the larger, more strategic long-term program. Through social listening, we can find out more about the customer. Engaging the customer is very important. By analyzing and applying analytics to develop profiles of participants, we can group them and target the groups. We should identify/ differentiate the customer to ensure that we are providing services to reach their needs. Also, we need to make sure we are responsive. Furthermore, we must have a quality IT infrastructure and provide proper training to ensure the CRM project is successful. (2) When implementing CRM at Mashkin, files were transferred without chronology. This made users even more inefficient than before. Mashkin provided no structure to ensure employees completed their training, and training was only a few minutes long. In addition, financial advisors and sales people still preferred to use their old technologies. The IT department was only asked to support Mashkin’s business needs and not the customers’ business needs. I believe this was a huge reason for the failure. Having a solid IT system as part of the CRM strategy would have helped increase...
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...technology and business solutions company. The IBM company revenues have $91.4 billion. IBM Global Business Services as a leader in providing Customer Relationship Management (CRM) services in the newly published, the project is mainly the main service object is the customer. Customer experience has become primly advantage through which organizations are looking to achieve competitive advantage and drive top-line growth," said Paul Papas. IBM (CRM) is helping customers design, build and perform new approaches to customer engagement that Big Data and analytics, social, mobile and cloud technologies. IBM (CRM) software includes consulting, analytics, digital enterprise and social CRM. For instance, if Customers Company wants to invest the new project, IBM (CRM) can be help to find the new project and analysis which is the best method for building the new project. This is a new type of project which relates to IBM Company, also, this technology is globe leader for business services. In addition, IBM Company has been committed to seeking and exploring high-end technology in all fields. Nowadays, IBM has the cash flow problem, because of IBM has been struggling to grow revenues and profits, it has been aggressively buying back shares, but IBM has been unable to grow revenue, also, they sale market is bad. The CRM project can help to promote development of company in the future....
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...Vincent Nguyen MBA 5357 N Charles Davis Peking University People’s Hospital: An IT-led Upgrading in the New Healthcare Reform PKUPH has seen much trouble in the past. Experiencing financial losses for three consecutive years, reform was needed. With the appointment of Dr. Wang Shan as president, PKUPH has experienced much success by improving efficiency in several areas by outsourcing, launching a new IT-led management system, and improving upon already existing systems. Under Dr. Wang Shan, PKUPH has enjoyed an increase in revenue, nearly doubling from 1.12 billion in 2006 to 2.6 billion in 2012. With an increase in revenue, medical staff income increased as well. However, the implemented changes only benefit medical staff, leaving patients unsatisfied. This is a problem seeing that private hospitals who have received foreign support are becoming more competitive through their proactive marketing and strong brand image. They boast a premium centric hospital environment and world-class doctors. PKUPH could potentially lose patients to these private hospitals. In response to the threat private hospitals impose, PKUPH should focus on establishing a patient-centric environment and increasing medical quality care. By emphasizing customer service through improving billing services and customer relationship management and increasing on-site conveniences and efficiencies in scheduling, PKUPH becomes a more patient-centric, competitive force in the industry. Improvements in the...
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...Unternehmensberatung im IT-Umfeld 611 CRM Evaluation An Approach for Selecting Suitable Software Packages Ina Friedrich1, Jon Sprenger2, Michael H. Breitner2 1Accenture GmbH Campus Kronberg 1, 61476 Kronberg ina.friedrich@accenture.com 2Institut 1 für Wirtschaftsinformatik, Leibniz-Universität Hannover Königsworther Platz 1, 30167 Hannover {sprenger|breitner @iwi.uni-hannover.de} Introduction Customer Relationship Management (CRM)1 has been discussed in the literature since the nineties. IT evaluation on the other hand dates back to the eighties starting with a more contemporary approach (Farbey et al. 1999, p. 191). As reported by earlier works, the success rate of CRM implementation projects is up to today still not satisfactory (Becker et al. 2009; Finnegan and Currie 2009). Reasons for failing the expectations of involved parties are diverse, but can be summarized under the three dimensions: people, process and technology (Figure 1). Due to the described quality problems and the speed of evaluation results becoming outdated, new CRM solutions or updated versions of established products continuously enter the market. CRM solutions range from simple address and activity management applications to integrated software packages linking front office and back office functions (Chen and Popovich 2003, p. 673). Hence, there exists a multitude of different characterizations for CRM. For the context of this paper a definition by Goldenberg (2000) is used, who describes CRM as a cross-functional...
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...CUSTOMER RELATIONSHIP MANAGEMENT (CRM) EVALUATION: DIFFUSING CRM BENEFITS INTO BUSINESS PROCESSES Sigala, Marianna, University of the Aegean, Michalon 8, 82100 Chios, Greece, m.sigala@aegean.gr Abstract Although CRM is one of the fastest growing management approaches being adopted across many organizations and particularly tourism and hospitality firms, the deployment of CRM applications has not always delivered the expected results while many CRM initiatives have failed. Consequently, the inability of CRM applications to deliver expected benefits has not only intensified the validity of previous findings and claims regarding the ICT productivity paradox, but it has also boosted current research. However, although the latter provides anecdotal evidence of the impact of ICT management practices on CRM effectiveness, there is a lack of empirical studies examining the relationship between CRM management and performance aspects. This study aims to fill in this gap by investigating the relation between firms’ CRM applications and exploitation with their ICT management practices and CRM benefits. The investigation and validation of the former are valuable, since it would enable managers to maximize CRM benefits by identifying and allocating the appropriate resources, time and efforts to CRM implementation. Relations are tested by gathering data from Greek tourism and hospitality companies. Findings provide useful practical suggestions for CRM evaluation and implementation strategies...
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...Customer Relations Management (CRM) Currently Riordan is working to consolidate customer information to provide better value to the customer. The records are currently kept on paper files, microfiche and different databases. Therefore, the firm is working on a more sophisticated CRM (customer relationship management) system. Riordan has a 2 year plan to reach the $50 million revenue mark. In order to reach this goal we have suggested a more organized CRM system. Customer relationship management is a company strategy that is designed to lower costs and increase profits by customer loyalty (CRM.com, Feb. 19, 2010). There are three major elements to a successful CRM initiative: people, process, and the technology (CRM.com, Feb. 19, 2010). Riordan has to select the right technology to work the improvement process, provide the data to employees, and should be easy to operate so the users do not get frustrated. As long as the company’s CRM is the “valve that pumps a company’s life blood” then the customer relationships are the “heart of the business” (CRM.com, Feb. 19, 2010). According to CRM.com: “There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.” Riordan can use CRM to help their businesses use people, processes...
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...human error aspects of the majority of air crashes as failures of interpersonal communications, decision making, and leadership. At this meeting, the label Cockpit Resource Management (CRM) was applied to the process of training crews to reduce "pilot error" by making better use of the human resources on the flightdeck. Many of the air carriers represented at this meeting left it committed to developing new training programs to enhance the interpersonal aspects of flight operations. Since that time CRM training programs have proliferated in the United States and around the world. Approaches to CRM have also evolved in the years since the NASA meeting (Helmreich, Merritt, & Wilhelm, 2001). CRM training is now used by all the major international airlines. A recent survey of International Air Transport Association affiliated airlines indicated that 96 per cent of respondents were running CRM courses. Over 60 per cent of these had been in existence for five years or more (O'Leary, 1999). In Europe, the Joint Aviation Authorities (JAA) require that pilots flying in multi-crew cockpits have been trained in CRM. Different national regulators set particular regulations to comply with the European requirements. For instance, in the UK, the Civil Aviation Authority (CAA) requires that CRM training be carried out annually by commercial...
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...| | |The Hong Kong Institute of Vocational Education | |Department of Business Administration | | | |Customer Relationship Management | CRM_01 Nature of Customer Relationship Management LECTURE OBJECTIVES ■ Understand relationship marketing. ■ Understand the differences between relationship marketing and transaction marketing. ■ Understand customer relationship management ■ Identify the essential concepts on customer relations – customer satisfaction and customer loyalty 1. Understand Relationship Marketing 1. What is ‘Relationship Marketing’? Marketing consists of actions taken to build and maintain desirable exchange relationships with target audience. They want to build strong economic and social relationships by consistently delivering superior value. Successful firms work to build long-term relationships with their customers and initiate relationship marketing...
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