ipl-logo

Mobile Customer Relationship Management System: A Case Study

1380 Words6 Pages

What is CRM? Customer Relationship Management systems assist organizations in providing enhanced service by establishing and maintaining customer relationships with enhanced understanding at the tip of the fingertip. Since customer service is the key to a successful business, this is being achieved with mobile Customer Relationship Management applications are assisting direct sales associates to efficiently complete their responsibilities or roles outside the confinements of the typical workplace. According to the article titled Strategic Value of Mobile CRM Applications: A Review of Mobile CRM at Dow Corning and DirecTV, “The market for mobile Customer Relationship Management applications is currently seeing a record growth as new products and services around mobile Customer Relationship Management are being developed” (Grandhi & Chugh, n.d., para 3). With the portability of mobile devices combined with voice and data communication, a value is provided to the supporting organization. Businesses’ strategy assists in developing better relationships with customers, therefore, adopting a mobile Customer Relationship Management with customer value at the core is essential (Grandhi …show more content…

Through the migration of mobile Customer Relationship Management, Dow Corning & DirecTV have emphasized a customer relation approach to their business practices. This generated and upheld sustainable value through long-term customer relationships. Mobile Customer Relationship Management has helped both these companies in acquiring new customers, retaining existing profitable customers and enhancing relationships with dominant customers. All of this happened after the transition to mobile Customer Relationship Management came after extensive use of their existing Customer Relationship Management systems (Grandhi & Chugh,

Show More
Related

  • Unit 9 M1 Customer Service

    1748 Words  | 7 Pages

    When customers are shopping online and place something in their cart, Tesco uses a system that allows the customer to see products that are related to the one(s) they are currently looking at. This helps the customer find a better item, or a similar item for a cheaper price. It may also encourage the customer to buy more products that will benefit their needs. Tesco also use ICT to remind customers about special event, and exclusive/special sales that are only available on or up to a specific date. Customer Relationship Management (CRM), refers to how a business such as Tesco builds their long-term relationship with their customers.

    Read More

  • Nt1330 Unit 3 Assignment 1 Salesforce

    604 Words  | 3 Pages

    Salesforce.com is number one CRM Product in the market. Salesforce is cloud computing technology, and runs on cloud. We do not need to install the software, it is available in cloud. CRM is a model used to manage organization interactions like phone calls, Emails, Meetings and Social media with customers and prospects penetrating to Sales, Marketing and Support. There are different types of editions available in salesforce depending upon the user/company requirement.

    Read More

  • Swot Analysis Of Royal Bank

    933 Words  | 4 Pages

    This complex effort is essential to managing the customer experience effectively. However, strong customer relationships are not built as a one-way street. Royal Bank believes that its competitive advantage lies in its ability to optimize between the client’s needs and the bank’s objectives. To facilitate that optimization, SMR&A at Royal Bank has grouped customers into four categories according to its strategic objectives: 1. Retain existing profitable customers 2.

    Read More

  • Customer Service Case Study: Verizon Wireless, Telecommunications Company

    1714 Words  | 7 Pages

    Verizon Customer Service Phone Numbers Verizon Wireless, Telecommunications Company, that is based in the United States, with its headquarters in Basking Ridge, New Jersey. The company offers communication services to a large percentage of the American Population. Verizon FiOS, on the other hand is an internet service provider that provides bundled internet services and has an outreach of more than 5 million clients and customers in the United States. It has its headquarters in New York City, New York. The two companies have customer service departments to help any customer who may be facing difficulties in accessing the services or may have a complaint about the quality of service they receive.

    Read More

  • Bank Of America Mobile Banking Case Study

    1764 Words  | 8 Pages

    Bank of America: Mobile Banking This essay is based on the case “Bank of America: Mobile Banking” which is dated on May 2012. We will first present benefits mobile banking provide to consumers and highlight reasons why many consumers haven’t adopted mobile banking yet. Furthermore, we will look into Bank of America motivation to offer mobile banking to its customers and review associated costs and risks of mobile banking implementation. Then understand what lessons can the bank learn from its online banking operations and analyze costs and benefits of having customers migrate to online banking.

    Read More

  • Customer Information System Case Study

    1022 Words  | 5 Pages

    Enbridge fortifies CIS with HP Integrity platform Business situation Prompted by steady growth and a desire to serve customers better, Enbridge Gas Distribution Inc., Canada’s largest natural gas utility, wanted to modernize its legacy Customer Information System (CIS) As the company’s revenue engine, the CIS calculates and processes customer bills. Enbridge wanted to add more functionality to the system and a richer customer relationship management (CRM) function. Making these changes on the existing IBM mainframes computer would have been onerous, time consuming, and not cost effective. Enbridge generates more than 2 million bills monthly by aggregating information from meter reading and other management systems.

    Read More

  • Comprehensive Case Management Case Study

    125 Words  | 1 Pages

    Case management must make key decision in the component of treatment service before incorporating funding into it structure. This is especially true when using services through Medicaid and Medicare HMOs. Controlling costs while providing care demonstrate the ability of the case managers to utility their skill in managing a care company (NCBI, 1998). For example, one of my clients was living in a living assisted facility, but wanted to return home, even though her doctor felt she wasn't ready. In this case, case management provide the clients with supportive services to help in a successful transition.

    Read More

  • Customer Care Representative: A Case Study

    205 Words  | 1 Pages

    Brandy is a personable candidate with a solid background in Customer Service. She most recently worked for Express Scripts as a Customer Care Representative. In this role, she would answer inbound calls from patients that have questions or need to fill their medication. She decided to leave in last 2014 to focus on beauty school and stay home with her family.

    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

  • Etsy: Case Review: Customer Relationship Management

    1053 Words  | 5 Pages

    Synchronization between the Back office ERP solutions which deals with an abundance of customer data and the front office CRM which would result in the delivery of the overall client relationship transparency across the organization. Therefore, it is evident that CRM is a journey, not a destination. References: • http://blog.act-on.com/2015/03/the-future-of-crm-is-customer-engagement/ • http://digitalmarketingmagazine.co.uk/articles/the-future-of-customer-relationship-management/1897 •

    Read More

  • Relationship Marketing Case Study

    2755 Words  | 12 Pages

    Task One Audit 1.1 Gflock’s three largest customer groups and their relative importance to the organization “Segmentation is the process of grouping customers in markets with some heterogeneity into smaller, more similar or homogeneous segment to target with a distinct Marketing Mix”. (Smith, 1956). The table below demonstrates the company’s five main customer groups out of which the Misses, Ladies and Mistresses were chosen as the key customer groups respectively according to the percentage of the market and their monthly income. (Table 1.1) Teens Misses Ladies Mistresses Madams Demographic Age 14-17 years 18-21 years 22-28 years

    Read More

  • Customer Relationship Management Practices In The Airline Industry

    810 Words  | 4 Pages

    Customer relationship management practices are strategies that companies use to achieve and analyze customer’s data and interactions throughout their life, with the goal of improving business relationships with customers, gain customer loyalty and help in the sales growth. Customer relationship Management systems are designed to collect information on customers across different networks through the company's website, telephone, live chat, and E-mailing, marketing and social media. Customer relationship management systems can also give all the detailed information on their personal information, purchase history, buying preferences and help them with their inquiries. Their general goals are to find, attract, and win new customers, develop and

    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

  • Management Information Systems Case Study Summary

    1412 Words  | 6 Pages

    Shishir Gyawali BUS 530 Managing Information Systems & Technology Westcliff University Professor: Dr. Marko Nino 6/11/016 Abstact: Breif summary of the case: FedEx corporation is a service based company that provides logistics service in all over the world. It was founded back in1971 A.D. as federal express, whereas later changed to FedEx in the beginning of 2000.

    Read More

  • Using Smartphone Technology

    901 Words  | 4 Pages

    In the hospitality industry, many companies will use this medium to promote and market their business where they will use social media such as Facebook, Twitter, and YouTube to interact with their customers. The customers can easily access those websites through the smartphone. It is important for the company to have a strategic and planning to make the business survive and compete with other company. Positive relationship with customers The smartphone technology can improve customer relationship which is including from service aspect, review or feedback from the customers, and update the product or service.

    Read More

More about Mobile Customer Relationship Management System: A Case Study

Open Document