Customer Relationship Essay

779 Words4 Pages

CHAPTER TWO

1.0 INTROUDTION

Customer Relationship Management ( CRM ) encompasses activities and processes intended to help an organisation understand, communicate with, and service the needs of customers and prospects. Many firms have developed interest in creating customer centric business strategies, from this firms are evaluating and implementing some kind of customers relationship building functionality. This can help industries from contact management to e_business from customised project proposal configuration to alliance partner management.

Customer Relationship management helps a business understand who their customer are, how they like to interest with the company, how profitable they are, and what their future might be. In this …show more content…

• To understand the various strategies that the kafubu water and sewerage company use to enhance their customer relations. • To evaluate whether customer relationship is being achieved by kafubu water and sewerage company.

1.4 RESEARCH QUESTIONS

1 Is kafubu water and sewerage company meeting the needs and wants of its customers?
2 How well has kafubu water and sewerage company do to handle its customers complaints?
3 What strategies is the company employing to maintain customer relations?

1.5 SCOPE OF THE STUDY

This research will mainly focus on the aspect of customer relationship management of kafubu water and sewerage company. It will employ the issues of customer service and satisfaction. However the research will be limited to Ndola.

1.6 SIGNIFICANCE OF THE STUDY

This research will help kafubu water and sewerage company to know , maintain or indeed improve on their strategies towards the achievement of the customer relationship. However, the findings of the research will be important to the future researchers who may carry out the similar

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