Case Study Analysis of CRM at Minitrex

This paper critically analyzes the case study of CRM at Minitrex, discussing the importance of maintaining a healthy relationship with customers and the implementation of CRM at the organization.

Running head: Case Study Analysis of Mintrex
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CASE STUDY ANALYSIS OF MINITREX

1Case Study Analysis
Table of Contents
Abstract:.....................................................................................................................................2
Literature Review:......................................................................................................................2
Answer to Question 1:................................................................................................................3
Answer to question 2:.................................................................................................................4
Conclusion:................................................................................................................................6
Reference:..................................................................................................................................7
Bibliography:..............................................................................................................................8

2Case Study Analysis
Abstract:
The purpose of this paper is to critically analyse the case study of CRM at Minitrex.
CRM stands for Client Relationship Management, which provides an effective association
with the customers as well as it provides effective solutions to address the problems of the
customers. Followed by the case study it has been observed that it is important to maintain
healthy relationship with the customer for an organization. Thus, CRM helps the organization
to carry such bonds with the clients by which the organization will have effective solution to
the problems like marketing, new product of service launching (Zou et al., 2014).
Considering the above aspects this paper is consist of a detail elaboration of issues regarding
to CRM has been faced by the organization Minitrex at their workplaces and a brief
explanation about the possible steps which has been taken by Jon Bettman in order to
implement CRM at their organization MInitrex.
Literature Review:
According to the case study it has been observed there are two fundamental services
present in the business services of Minitrex, which includes Finance management and
insurance. Followed by the objective to build such organization which will have effective
customer services, the director of Minitrex has appointed Mariella Hopkins and Harold
Blufman to the department of finance and insurance respectively. Along with this a
department of general management system has been created to keep track of the customer

3Case Study Analysis
data as well as they manage the customer information which will provide an effective
solution to their business goals (Lee et al. 2015).
However, with purpose to achieve the objective Minitrex has structured these
regulations several drawbacks have been noticed by the management team of the organization
which includes the low correspondence of the department between the organization as well as
less effective communication procces with the clients which has cause a poor organizational
performance (Nwankwo et al,. 2013). Thus, the management of Minitrex has decided to
implement an effective CRM in order to provide an effective solution to the observed
problem.
Answer to Question 1:
According to the case study of CRM at Minitrex it has been observed that there are
several limitations present during the application of conventional client information and
response management process. Considering the aspects of less effective customer information
tracking system which was offered by the conventional management process, it has been
observed that there is no proper registration process present for the user information
management as well as the facility to protect the user data. Followed by this aspect of
information management in the business structure of Minitrex, the issue related to the data
accessibility has been observed while analysing the mentioned situation.

4Case Study Analysis
Answer to question 2:
According to the case study it has been observed that the issues related to the data
accessibility as well as the customer information management and protection has introduced a
significant drawback into the business structure of Minitrex by restricting their service quality
as well as their marketing strategies.
In order to mitigate those problems which are present in the business structure of
Minitrex Jon Bettman has structured a framework, with the purpose to restructure the
operations of the departments such as the finance department and insurance department.
Harold Blumfen’s the responsible officer of the insurance department has utilizes the features
of the approached framework by Jon Bettman for two different division in the insurance
department, those features includes Credit Organization Framework which has been utilized
for the purpose to track the investment, instalments and the paying amount of the clients as
well as another feature which is General Organizational Framework has been effectively
utilizes for the purpose of monitoring the records of purchasing. Along with the insurance
department the responsible officer of the finance department Mariella Hopkins, has also
utilizes the approached framework in order to monitor the transactions made by the clients to
the organization.
From the case study the outline of the approached framework by Jon Bettman has
been noticed. In order to get a detail overview of that framework, a brief explanation is
mentioned below:

5Case Study Analysis
 In order to provide an effective Client Relationship Management system to the
Minitrex organization for the betterment of the business services of Minitrex Jon
Bettman has considered the following aspect which includes the feature to incorporate
the client information of both the finance and insurance division, which will help to
manage the client information effectively and from the analysis of those information
the data of important and useful customers will be sorted as well as will be visible to
both the divisions (Polese et al., 2013). This feature will help the organization to
effectively analyse the entire information of the users ae well as it provides efficient
services to the customers.
 Considering the aspects of effective money transaction feature of the targeted
organization, the approached framework has offered a system which has restructured
the departmental structure of both the divisions in order to effectively keep track on
the money transaction of the clients. The fundamental objective of this framework is
to build an effective tracking system of Bills and Installments of the customers in the
Credit organizational frame work, receipt and tracking reports are putted into the
deals division as well as the accounts and credit were putted into the structural money
division (Rice et al., 2013). Thus, from the analysis of these features of this
framework it can be stated that the utilization of the mentioned approach has surely
helped the organization in the field of financial management in order to maintain
proper CRM within the organization.

6Case Study Analysis
 In order to provide an effective a fluent service to customers to maintain the client
relationship management the frame work has introduced an effective solution to
address this area. One of the major objectives to restructuring customers buying
process is to provide ab user friendly interface with high security. The new framework
has offered the services in which the deal division will be responsible in order to keep
the track of the items which are been chosen by the customers, next the division of
money and transaction will be responsible while the customer expressed the interest
towards buying it. Next, the task will be move to the division of protection which will
provide the services to select the payment process as well as the instalment structure.
Thus, in order to complete the product buying process the customer must go through
these above steps, which also consist of the customer verification process in it.
Conclusion:
Thus, according to the case study and the outline of the approached client relationship
management system it has been observed that the fundamental aspect of this approached
system to work effectively is the incorporation of both the division to maintain the client
relationship within the organization. Compared to the conventional process of keeping the
user information and utilizing them in order to get effective solutions related to the client
relationship management and user information management, it is clearly noticed that the
conventional process has the intention to work in a generalized way. However, the Client
Relationship Management system approached by Jon Bettman has an intention to work

7Case Study Analysis
compactly as is provides effective data monitoring as well as analysing process. Thus, it can
be concluded that the new approach of client relationship management has helped the
organization Minitrex in an effective way which has helped to improve the CRM along with
the business services of Minitrex.
Reference:
Zou, W., Kumaraswamy, M., Chung, J., & Wong, J. (2014). Identifying the critical success
factors for relationship management in PPP projects. International Journal of Project
Management, 32(2), 265-274.

8Case Study Analysis
Lee, C. Y., Tsao, C. H., & Chang, W. C. (2015). The relationship between attitude toward
using and customer satisfaction with mobile application services: an empirical study
from the life insurance industry. Journal of Enterprise Information
Management, 28(5), 680-697.
Nwankwo, S. I., & Ajemunigbohun, S. S. (2013). Customer relationship management and
customer retention: Empirical assessment from Nigeria’s Insurance
Industry. Business and Economics Journal, 4(2), 81.
Polese, F., & Di Nauta, P. (2013). A viable systems approach to relationship management in
SD logic and service science. Polese, F., Di Nauta, P.(2013),“A Viable Systems
Approach to Relationship Management in SD Logic and Service Science”, in
Business Administration Review, Schäffer-Poeschel, 73(2), 113-129.
Rice, A. L. (2013). The enterprise and its environment: A system theory of management
organization. Routledge.
Bibliography:
Saeidi, S. P., Sofian, S., Saeidi, P., Saeidi, S. P., & Saaeidi, S. A. (2015). How does corporate
social responsibility contribute to firm financial performance? The mediating role of
competitive advantage, reputation, and customer satisfaction. Journal of business
research, 68(2), 341-350.
Serrador, P., & Turner, R. (2015). The relationship between project success and project
efficiency. Project Management Journal, 46(1), 30-39.
St. John, J., Guynes, C. S., & Vedder, R. (2014). The client–vendor offshore relationship:
success factors. Information Systems Management, 31(2), 120-125.

9Case Study Analysis
Stein, A. D., Smith, M. F., & Lancioni, R. A. (2013). The development and diffusion of
customer relationship management (CRM) intelligence in business-to-business
environments. Industrial Marketing Management, 42(6), 855-861.