Customer Relationship Management

Assalamualaikum. 

my group presentation amirul,daini amirul,noramirul,farhan,azfar dan fariddudin

What is the CRM

Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy.

CRM is the abbreviation for customer relationship management. CRM entails all aspects of interaction that a company has with its customer, whether it is sales or service-related.  CRM is often thought of as a business strategy that enables businesses to:

§  Understand the customer

§  Retain customers through better customer experience

§  Attract new customer

§  Win new clients and contracts Increase profitably

§  Decrease customer management costs

The goal of CRM

The idea of CRM is that it helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. With an effective CRM strategy, a business can increase revenues by:

·         providing services and products that are exactly what your customers want

·         offering better customer service

·         cross selling products more effectively

·         helping sales staff close deals faster

·         retaining existing customers and discovering new ones

How Does CRM Work?

·         CRM works by gathering information about customers and analyzing the information collected. An example of this would be supermarket discount cards (I.E. Kroger Plus Cards, ACME cards, Giant Eagle cards, etc...). CRM closes a “relationship gap”.

·         CRM is also useful for customer service.

·         CRM products also run many automated call-centers for businesses (I.E. customer service systems).

·         CRM applications and practices are used to make businesses more efficient and improve customer satisfaction.

How CRM help understand customer?

·         True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time.

·         Once thought of as a type of software, CRM has evolved into a customer-centric philosophy that must permeate an entire organization.

·         There are three key elements to a successful CRM initiative: people, process, and technology.

·         CRM It's a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them.

·         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.

·         If customer relationships are the heart of business success, then CRM is the valve the pumps a company's life blood.

·         Steve Horne, president of ANALYTICi, the CRM and database division of ad agency giant Foote, Cone & Belding, says, "People like to feel special. "

·         Dianne Durkin, president of Loyalty Factor LLC, a training and consulting firm in Portsmouth, NH, says customers want human interaction--most of all, they want someone who understands and can respond to their needs

·         CRM applications are applications that run on the same principals as Microsoft Word and Excel. There are many values that can be filled in.

Conclusion

·         Successful Customer Relationship Management navigation is becoming increasingly important in today's competitive business world.

·         Customer expectations are always increasing, and business services must increase along with these expectations.

·         CRM is the method through which businesses can connect with their customers and therefore serve them better.

·         Businesses with successful CRM strategy and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business.

*Chapter 2 case. "Charge It" with your cell phone

 Assalamalaikum. This is a answer for the question with my group Azfar Yusop.




Do you view this technology as a potential threat to traditional telephone companies? If so, what counter strategies couldtraditional telephone companies adopt to prepare for this technology?

•  Yes, if possible somehow tie the profits to the cell phone company to traditional telephone      companies to make some money off it without putting them out of business. Then, make traditional telephone more appealing to people and possibly cheaper packages then what they already have.
  
  

 Using Porter's Five Forces describe the barriers to entry for this new technology.

•  Yes, if possible somehow tie the profits to the cell phone company to traditional telephone      companies to make some money off it without putting them out of business. Then, make traditional telephone more appealing to people and possibly cheaper packages then what they already have.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  Which of Porter's three generic strategies is the new technology following?

•  The Porter’s three generic strategies is the new technology is focused strategy to target a niche market. It is show to targeting the growing market of cell phone users and purchasing products and services from the cell phone.

Describe the valure chain of the business of using cell phone as a payment method.

•  Value chain increase the infrastructure of phone companies and improve technology development are :
  a.       Payment method can receive/store information from the consumers purchases and send that to the phone company.   
  b.      More people will engage in this type of payment method.
   
  
  

What type of regulatory issues might occur due to this type of technology? 

•         Type of regulatory issues might occur due to this type of technology People will be skeptical with putting personal information out there not knowing what kind of security protection the company has.  Then, another type of regulatory issues is people will find a way to hack into cell phones.