Organization and Leadership Decision Making

This paper discusses the challenges faced by Minitrex due to lack of Customer Relationship Management (CRM) and provides steps to implement CRM. The steps include ensuring unity among departments, containing the matter with the present system, and implementing a new system with a customer interface. By implementing CRM, Minitrex can prevent repeated calls to customers and enhance customer satisfaction.

Running head: ORGANIZATION & LEADERSHIP DECISION MAKING 1
Organization and Leadership Decision Making
Name
Institution Affiliation

ORGANIZATION & LEADERSHIP DECISION MAKING 2
Abstract
This paper discuss about Minitrex by looking at the challenges that the sales department
experience as a result is lack of the relationship management (CRM). In addition, having
outlines the challenges facing the Minitrex it provide the steps to be followed to ensure that
the organisation does not experience the initial chalanges by implemting CRM.
Keywords: Customer Relationship Management (CRM)

ORGANIZATION & LEADERSHIP DECISION MAKING 3
Explain how it is possible for someone at Minitrex to call a customer and not know (a)
hat this is a customer (b) that this is the third time this week that they had been called?
At Minitrex the sales department does not have an access point where data can be entered
into the system hence it has led to the incidence of calling customers in a repeated manner
(McKeen, & Smith, 2015). On the same note, the finance as well as the insurance department
do not rely on customer’s data in maintaining the sales which is the major cause of customer
dissatisfaction. Additionally there is no well-structured coordination among the different
departments within the organization. Therefore, this has resulted in dissimilar departments
calling customers over and over again regarding the same item which leads to customer’s
frustrations and dissatisfaction. As a result, in order to avert such cases, the customer
relationship management (CRM) has to be established in the organization (Khodakarami, &
Chan, 2014). Accordingly, the CRM plays a vital role in maintaining all customer’s records
and information and allow all departments within the organization to get connected to the
CRM hence it becomes easier to find access to clients data (McKeen, & Smith, 2015).
Indeed, this is made possible since the CRM link up all the departments hence any
department can access customer’s information and data since all customer’s data is stored in a
central location. Consequently, the CRM will help to stop the challenging of calling same
customers over the same item repeatedly hence it help to enhance customer satisfaction and
improved business service delivery.

ORGANIZATION & LEADERSHIP DECISION MAKING 4
Outline the steps that Bettman must take in order to implement CRM at Manitrex. In
your plan be sure to include people, processes and technology.
In order to initiate the process of implementing CRM, the first step is that Bettman is
supposed to ensure that he get every person in the organization on the same page (Kumar, &
Reinartz, 2018). Similarly, Bettman is also supposed to take the leadership of his department
by making final decisions in accordance to evidence of the most suitable option for the
benefit of the whole department (McKeen, & Smith, 2015). Moreover, Bettman is required to
work together with Meriella Hpkins and Harold Blumfen so as to establish unity between the
two departments on matter such as explaining to the two departments on the need to work
together. The second step should be to contain the matter with the present system till a new
system is obtained. Certainly, this has to begin with ensuring that all data and information is
stored into the system as a way to make sure that all workers have the most recent
information which is accurate. Accordingly, this will aid to prevent mistakes. Thus, this could
be a key example to be embrace by Dega’s business case petitioning for a new IT system. In
the short while Degas could be working on the business case to provide IT by describing
what the new centralized systems is required (Taylor et al., 2015). Subsequently, the system
is supposed to have a customer interface which can connect both departments to have the
customer’s information. Therefore, Degas has to get Bettman and Harold connected to the
network with IT in request for a new system to provide the system with more signifivance.
Through the implementation of the CRM and leadership at Minitrex there will be effeicient
flow of operation.

ORGANIZATION & LEADERSHIP DECISION MAKING 5
References
Khodakarami, F., & Chan, Y. E. (2014). Exploring the role of customer relationship
management (CRM) systems in customer knowledge creation. Information &
Management, 51(1), 27-42.
Kumar, V., & Reinartz, W. (2018). Customer relationship management: Concept, strategy,
and tools. Springer.
McKeen, J. D., & Smith, H. A. (2015). IT strategy: Issues and practices (3rd ed.). Pearson
Taylor, J., Roberts, J., Oram, C., Gupta, A., Itani, M., Baroudi, S., & Smith, R. (2015). U.S.
Patent No. 8,972,876. Washington, DC: U.S. Patent and Trademark Office.

ORGANIZATION & LEADERSHIP DECISION MAKING 6