ipl-logo

Case Study On Customer Relationship Management

1385 Words6 Pages

Customer Relationship Management to Customer Managed Relationships
–Case Study analysis of Customers managing Brands in Social media

-Aarthi Jayaram, Gayathri Krishnamoorthy, Swetha Sooda

Introduction:
Customers are a lifeline to any given organization. Businesses have strived across ages to understand and connect to customers to recognize their behavior to strengthen their brands. Organizations have agreed the fact that customers are not only the ones standing to consume their products but are the torchbearers of their brands. The term brand itself has evolved from the way where the customer associates himself with the organization. It has become synonymous to the reflection of the identity of the organization. This has thereby laid an …show more content…

More and more technological innovations such as clever screen prompts, data repository and many other analytical tools are being used today also to maximize information from the consumers. The combination of Operational, Analytical, Strategic and Predictive CRM has been used to reach to further audiences. CRM has also been innovative enough to join hands with internet which comes with its basic function of providing quicker flow of information and more consistent communications. But unfortunately, CRM has not been able to realize its interactive capabilities at its fullest. It is further suggested by Taylor & Hunt (2002:453) that the consequences of e-CRM or CRM in IT may not assist in attaining the CRM goals as identified for a specific strategy. (4) According to www.greycells.com, despite of having varied innovative tools, CRM faces the following issues in terms of its failure as designing, creating and implementing IT projects has been always …show more content…

Customer Relationship Management fails to do this by placing the product or service supplier in control at the expense of the customer. 5 Customer Relationship Management has lost the personal touch to customer service and has wrinkled the position of the account manager. The customer today would like to deal with a single person within a company, rather than several individuals who waste time by having check on his recent contact history.
Customer Managed Relationship is a cheaper version which makes it an ideal Customer Managed Relationships are today more popular and efficient than its close relative; Customer Relationship Management and is considered to work under the following tenets:
• Customers own their own data
• Customers require access to a 360 degree view of all of the information that the company (they choose to have a relationship with) has on them
• Customers’ experiences really do

Show More
Related

  • NT1330 Unit 1 Assignment

    437 Words  | 2 Pages

    One of the main issue was the lack of communication and understanding between the key decision makers and IT team. These two parties were very disconnected in

    Read More

  • Unit 9 P3

    1283 Words  | 6 Pages

    P3 Customers are the primary priority to all businesses which are making a lot of profit and their aim is to increase making profit, as without them, businesses such as McDonalds, would not be able to make any profit from their services. This is the reason that clients are essentially important in the process of associations interacting with them. McDonald 's guarantees that they keep track of the customers satisfaction as they are making sure that they provide a good customer service to their clients, as it can possibly promt customers into purchasing more products. By doing so, both McDonald 's and their customers are going to be satisfied and happy as the clients are the ones financing into the business and the clients themselves are on the other side, the receiving end, of good quality products. Never the less, if McDonald 's don 't monitor the customer 's satisfaction, the will probably be passing up a great opportunity to built on what their customers ' feedback was

    Read More

  • Nt1330 Unit 2 Health And Social Care

    103 Words  | 1 Pages

    - working with working staff to set up strategies, models and frameworks. - Setting client administration measures & assuring that the current standards satisfy the customers & helps retaining them. • Coordinating with the workers themselves can help effectively in setting appropriate models for the procedures & systems because they are the ones who interact directly with raw materials and producing the products, so they would know better if anything in manufacturing needs improvement or so. • It is important to satisfy the current customers in different possible ways in order to retain them which eventually leads in attracting more customers as well.

    Read More

  • Icd 10 Research Paper

    393 Words  | 2 Pages

    While many in the industry are surprised to see that the nightmare scenario they anticipated has not occurred, some significant issues have emerged. Some of these issues including: long wait times for billers, lack of customer service personnel training, a

    Read More

  • Target's Ethos Pathos Logos

    523 Words  | 3 Pages

    The company’s brand advocacy and its activity on social media, shown through their massive social following, allows them to reach a huge audience where they can directly communicate with them. Whether it be their separate Twitter handles, which each represents a specific app or function, to their ability to “respond to 64% of comments within the hour, and 99% of comments within 24 hours”(Hitz, 2014). This creates a system of trust and strong branding. Targets creating a relationship with their consumers which in turn creates consumers who want to speak out on behalf of the brand.

    Read More

  • Conflict Management: A Case Study Of Nordstrom's Culture

    907 Words  | 4 Pages

    Being able to encompass all conflict management styles allows them to gain trust from clientele, and subsequently build strong relationships. The disadvantages to these approaches reflect negatively on the company. “Always putting the customer first can backfire on the company in major ways” (Importance of Conflict Management, n.d.). Allowing customer to return items with out proper documentation leaves the company vulnerable to lost of revenue and

    Read More

  • ALDI: Customer Relationship Management

    1275 Words  | 6 Pages

    Question 1 answer: Customer relationship management is mainly about building relationships with a company’s targeted profitable customers and maintaining that relationship through delivering customer value, as in how a consumer perceives a certain product and values it enough to buy it rather than buying the competitor’s product, and delivering customer satisfaction where the product meets the exact expectations the consumer had actually expected from the product or more, but not less. Companies can build customer relationships at many levels, depending on the nature of the target market (Kotler and Armstrong, 1988). Companies with many low-margin customers can develop basic relationships by which a company doesn’t get to know it’s consumers

    Read More

  • Value Proposition In Marketing

    1710 Words  | 7 Pages

    Value proposition Formal Definition: A value proposition (VP) is a statement that clearly identifies what benefits a customer will receive by purchasing a particular product or service from a particular vendor. Alternative Definitions: A value proposition is a promise of value to be delivered, communicated, and acknowledged. It is a belief from the customer about how value (benefit) will be delivered, experienced and acquired.

    Read More

  • Etsy: Case Review: Customer Relationship Management

    1053 Words  | 5 Pages

    Organizations understand that they must offer the way customers need to purchase. For example, sending personalized mails to customers. CRM ventures that don't incorporate customer touch points are bound to fail. Enterprise Resource Planning (ERP): The integration between CRM and different business enterprise applications is likewise a critical pattern as companies try to bind together frameworks into a durable one.

    Read More

  • Walmart Supply Chain Management Case Study

    995 Words  | 4 Pages

    Q. 2. Recent development in Technology has enabled huge global organizations to avail information easily in their premises for smooth functioning of various departments within an organization. Much of a company's success comes down to its Supply Chain Management and logistics. The development of Information Systems in SCM helps in cost reductions, customer satisfaction and productivity.

    Read More

  • Reflection On Coursework

    872 Words  | 4 Pages

    This condition led me towards problem related with shortage of time at the time of submission of the project. On other hand, I also faced some critical issues related with understanding and interpreting the subject and research context. Prior to the project, I used to possess only elementary knowledge of Management Information System and its implication in real life scenario. In

    Read More

  • Moccona Coffee Case Study

    1044 Words  | 5 Pages

    In marketing, customer relation is very important, since customers play the main role in achieving ones

    Read More

  • Branding Literature Review

    1157 Words  | 5 Pages

    Brands are complex offerings that are conceived by organisations but ultimately resides in the consumers mind (De Chernatony, 2010). A brand thus signals to the customers the source of the products and services and protects both the competitor who would attempt to provide products and services that appear similar or identical (Aaker, 2004). Brands provides the basis upon which consumer can identify and bond with a product or service or group of products and services (Weilbacher, 1995). A brand is a specific uniqueness associated with a product or services that enables the consumers connect with it by easy identification through the name, slogan, design, logo, symbols, etc. of the organisation that produces the products or

    Read More

  • Environmental Influences An Organization Face

    918 Words  | 4 Pages

    A customer refers to anyone who purchases and utilizes a company's products and services. Customers can be an immense concern for some companies due to customers changing their minds frequently along with other factors. Companies must understand the needs of its consumers

    Read More

  • Relationship Between Hospitality And Tourism Industry

    1572 Words  | 7 Pages

    First of all customer means A person who buys goods or services from a shop or business, loyalty means the state or quality of being loyal, faithfulness to commitments or obligations. So Customer loyalty is the key objective of customer relationship management and describes the loyalty, which is established between a customer and companies, persons, products or brands. “Customer loyalty is an essential aspect in any organization whether it is offering a good or providing a service. “Many organizations are looking for various ways to increase their customer loyalty as it has a positive effect on the profitability of the organization.” (Gremler 1996: 171, Abdullah et al. 2000: 826).The individual market segments should be targeted in terms of developing customer loyalty.

    Read More

More about Case Study On Customer Relationship Management

Open Document