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Enterprise Systems ( COIS12073 ) | Assignment

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Central Queensland University

   

Enterprise Systems (COIS12073)

   

Added on  2020-03-07

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In COIS12073, we will talk about Customer Relationship Management. The first and most important step in customer relationship management (CRM) is to define the term. It is defined as a company's strategies, practices, and technologies for managing and analyzing customer interactions and relevant data throughout the customer life cycle.

Enterprise Systems ( COIS12073 ) | Assignment

   

Central Queensland University

   

Enterprise Systems (COIS12073)

   Added on 2020-03-07

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Customer Relationship Management 1CUSTOMER RELATIONSHIP MANAGEMENT NameCourseTutorCity/StateDate
Enterprise Systems ( COIS12073 ) | Assignment_1
Customer Relationship Management 2IntroductionThe first and most essential step of customer relationship management (CRM) is to understand what it means. It is defined as the strategies, practices, and technologies adopted by a company or an organization in the management and analysis of the customer interactionsand the relevant data all across the customer life cycle (Tandon, Sharma, & Bhulal 2017, p. 59). The goals of CRM in an organization include improving the relationship between the company and the customers since it directly addresses the concerns of the customers. In doing this, it assists in improving the business relationship with the customers of the company. The resulting impact is a driven growth of sales for the company. In most cases, CRM is designed with the aim of compiling information from customers’ organization channels. In other words, Fogleman (2013) donates that it is a point of contact between the company and the customers through direct emails, social media, websites, live chat, and marketing materials among others. CRM is adopted in three primary systems which include CRM Software, CRM Technology Market, and Cloud Solution. CRM Software- CRM software helps in consolidating the documents and information from the customers into a single database to enable users’ to access and manage the information. It is essential for the automation of various workflow processes within the organization such as alerts, calendars, and relevant tasks that are essential to customer service. It thus gives the management the ability to track performance as well as productivity by the customer information that has been logged into the systemCloud-Solution-It is a cloud-based system that is adopted as a CRM to provide real-time customer or company data or information to sales agents both in the office. It becomes effective as long as the devices used are internet connected i.e. laptops, smartphones, tablets,
Enterprise Systems ( COIS12073 ) | Assignment_2

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