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Report On Customer Relationship Management | Woolworths

   

Added on  2020-02-24

11 Pages2009 Words83 Views
Running head: CUSTOMER RELATIONSHIP MANAGEMENTName of the Student:Name of the University:Author’s Note:

1CUSTOMER RELATIONSHIP MANAGEMENTExecutive SummaryThis report deals with the question one or task one which analyzes customer relationshipmanagement issue that the retail giant Woolworths must address to be a customer-centricorganization. The issue is explained in detail and a solution is proposed to resolve the issue. Theprocedures for effective implementation of the solution are explained and the way the solutionwill be introduced to colleagues delightfully is analyzed in a paragraph.

2CUSTOMER RELATIONSHIP MANAGEMENTContentsIntroduction......................................................................................................................................3Discussion........................................................................................................................................3Implementation of the proposed solution.....................................................................................5Effective method of introducing the solution to colleagues........................................................7Conclusion.......................................................................................................................................7Reference Lists................................................................................................................................8

3CUSTOMER RELATIONSHIP MANAGEMENTIntroductionAn existing problem in the workplace which is a retail sector company in Australia, TheWoolworths Company is the effective Customer Relationship management. Customers are majorstakeholders of business and they are often referred to be the King of Business. The tastes andpreferences of customers change continuously and should be constantly monitored bycompanies. The cost to acquire new customers is hefty for business and five percent of customersare only new customers for a business (Yi and Gong 2013). So business should focus oncustomer relationship management to retain customers. The customer relationship managementprocess should be centralized using Information Systems software like Enterprise ResourcePlanning software and Customer Relationship Management software. The automation of thisbusiness process is essential for business for centralize management and to achieve accuracy andefficiency (Choudhury and Harrigan 2014).DiscussionBusiness has to continuously sustain in a competitive world. With increase in number ofcompetitors in the market, it has become important for business to identify the key issues andanalyze them. The key issue that business like retail sector in Australia faces is efficientmanagement of customer relationship. Retail sectors should continuously upgrade and improvethe quality of its products to satisfy customers. Feedback from customers should be taken tounderstand the areas that do not satisfy them and requires improvement. Improvement can berequired in multiple arenas of business in retail sector like improvement in the store ambienceand layout where visual marketing team plays a major role, improvement in code of conduct and

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