Contemporary Developments in Business and Management

CONTEMPORARY
DEVELOPMENTS IN
BUSINESS AND
MANAGEMENT

EXECUTIVE SUMMARY
The report has highlighted that external environment generally create both negative as well as
positive impact on the performance of an organization. As there are many factor which bring the
positive impact but at the same time also generally bring the negative impact also in an
organization. After that the report highlight that CRM In the firm bring variety of the benefit
for the firm, as it enhance customer service and customer base of organization. Report in the end
highlight recommendation to improve customer relationship management in the firm.

Table of Contents
INTRODUCTION...........................................................................................................................4
PART 1............................................................................................................................................4
PESTLE..................................................................................................................................4
PART 2............................................................................................................................................7
Analysis of Customer relationship management....................................................................7
Response of customer relationship management.................................................................10
Area of improvement............................................................................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................14
APPENDIX....................................................................................................................................16
Company profile...................................................................................................................16

INTRODUCTION
Customer relationship management (CRM ) is the approach of the firm in which they
generally interact with the various customer in market place with the sole motive of building
good sort of relationship with the customer in an organization. Main focus of this function is to
retain the customer and drives sales of the company. Royal mail is a postal service provider UK
organization. It was establishing in the year 1516. The report highlights the external
environment of an organization with the help of the PESTLE analysis of an organization. After
that organization highlights the CRM of an organization and variants of benefit which is brought
by the CRM on the operation of the company. After that the report highlights the variants of
responses which is made by the firm to maintain CRM at the marketplace. In the end report
explain variants of recommendation regarding enhancing the level of CRM for an organization at
the marketplace.
PART 1
PESTLE
Figure: PESTEL analysis
(Source: PESTLE analysis. 2018)