Assignment on CRM model of Organization

Briefing Document

Table of Contents
PURPOSE........................................................................................................................................3
Question 1:.......................................................................................................................................3
Components of CRM model that helps in building relationship with customers...................3
Question 2........................................................................................................................................8
Implementing Gartner CRM model, in Firmdale Hotels........................................................8
BIBLOGRAPHY...........................................................................................................................13
CONCLUSION.............................................................................................................................14

PURPOSE
Customers Relationship Management is the method followed by the organization in order
to maintain their relationship with their potential and current customers. Any business
organization whether its small or large it depends on their customers to increase its productivity
and profitability. Customer Relationship Management is used to build and develop the sound
relationship between the buyer and the seller. Firmdale Hotels, is the internal chain of hotels
which is very famous because of their unique decoration styles and had achieved many winning
titles. The main focus of this assignment is, to identify the different components of the CRM
model which organizations can use to enhance their relationship with customers. The main
purpose of the CRM is that it helps in developing the customer relation management in a more
effective and efficient manner.
Question 1:
Components of CRM model that helps in building relationship with customers.
Introduction to CRM: Customers Relationship Management is the technique used by
organizations to develop and enhance the relationship with their core and potential customers.
This techniques id used by each and every organization no matter whether they are small or large
as building relationship with the customers is the core requirement of any business to enhance
their profitability and productivity. It basically analyze the behavior, desires and expectations of
the targeted customer I order to build sound and healthy relationships with them. System of
Customers Relationship Management compile data from various aspects of the communication
methods like, through telephone, email and social networking (González-Benito, 2017).
Different components of Gartner CRM Model are:
 It holds a single location for customer information.
 Allows to construct the activities that revolvers around the customers.
 Betterment in the process of sales
 Better framework for the customer service processes
 Provide a better mechanism for managing the activities that are related to marketing.

Firmdale is the hotel and hospitality organization, it is very important for them to follow
the components of CRM in order to build the healthy relationship with their old and potential
customers. They can build the services in their hotel that are totally revolves around the
customers in order to enhance their attraction and retain their attention. Marketing structure
followed by the managers of the hotel Firmdale also plays very important role in this, as they can
follow different marketing strategies in order to develop the efficient CRM practices.
Component of the CRM helps the organization to build the effective and efficient
relationship with the customers, this also helps in gaining the long term success for the
organization.
The worlds leading and most prominent advisory company of information technology is
Gartner Inc. The partnership of the company lies in approximately 10,000 industries around the
world. The company was founded in 1979, is is U.S.A based organization whose headquarters
are in Connecticut, the clients of the company resides in more than 90 countries.
The Eight Building Blocks of Customers Relationship Management are:
Customers Relationship Management Vision: For gaining the trust and loyalty of the
customers it is very important for the organization to provide goods and services of premium
quality, identifying their needs and requirements is the core importance of the any organizations,
as customers are the one who are the crucial foundations of the industries and it is very important
Illustration 1: Components of Gartner CRM Model