Customer Relationship Management (CRM)
16 Pages3445 Words162 Views
Added on 2020-03-16
Customer Relationship Management (CRM)
Added on 2020-03-16
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Running Head: CUSTOMER RELATIONSHIP MANAGEMENT 1CUSTOMER RELATIONSHIP MANAGEMENT(Student’s Name)Name of Instructor University 4th October, 2017.
CUSTOMER RELATIONSHIP MANAGEMENT 2CUSTOMER RELATIONSHIP MANAGEMENT AbstractAn entire process in a given organization that deals with the interaction between the employeesand its customers is termed as Customer Relationship Management (CRM). The architecturestrategy in a CRM company is to improve on the corporation’s profitability and customersatisfaction. For any organization to gain the long-term success they management must maintaingood relations with their customers because we currently live in a highly competitive society. Itis better retaining older customers than having new ones so as an It company it is better to meetcustomer satisfaction and will their loyalty through the services given in the market. In thisstudy on literature review am going to explain the architecture of CRM and its relevance tofuture operations in building a cloud-based system for all the users of the company.
CUSTOMER RELATIONSHIP MANAGEMENT 31. Introduction Customer relationship management architecture can be divided into three categoriesnamely analytical and operational. For a company that needs to attain the success, they mustunderstand the role of the three concepts and its application in the business sector. The loyalty ofa company started decreasing in different firms leading to the formation of CustomerRelationship Management. Customers being the critical reasons why different businessesoperate, more quality level of service delivery and products must be maintained by themanagement. The workers must be well informed of the customers needs to increase theireffectiveness and duty performance based on service delivery. Therefore, it was for this reasonthat the top management of the architecture company had to adopt the customer relationshipmanagement (CRM) to help them in maintaining the operations of the company through itsemployees and the services offered to their customers (Dudovskiy, p 4). Purpose of the literature review: Based on the previous research, it was evident that modernarchitecture and CRM application has brought a lot of positive impact to different large-scalecompanies when applied correctly. The purpose of this study is determining the benefits of cloudIT services in relation to CRM architecture in the implementation of a different software packagefor customer satisfaction. I will also give definitions of different terminologies as used in CRMfor cloud computing (Bolton & Christopher, p 24). Findings and outcome: The findings of the research included CRM solution, cloud computing,methodologies and solutions for future development and architecture development.
CUSTOMER RELATIONSHIP MANAGEMENT 41.1 Aims and ObjectivesAims The main aim of the literature review is considering the CRM importance to customerrelations and the effectiveness of the cloud computing system in improving the company’squality services. Current research shows that CRM implementation keeps on changing daily;therefore, new technologies are developed and applied to enhance smooth business operations(Lee,p 11). Objectives a) Designing ways of improving customer satisfaction through data analysis b) Determine the benefits of cloud computing for effective information to reach the stakeholdersc) Determining the categories of CRM users based on data & software usage (Kordalipoor etal, p 4)1.2 Scope of the study The definition of CRM architecture and its role in both the company and the customers asCRM implementation can only be effective when technology aspect is obtained. The CRMcomponents are further classified into four main parts namely Culture, Process, business,technology, and people. However, it is also geared by customer information service,collaboration, and sales force automation.
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