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BUS354 | Customer Relationship Management

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Singapore University of Social Sciences

   

Customer Relationship Management (BUS354)

   

Added on  2020-03-04

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BUS354, this report is based on Customer Relationship Management in which we will discuss the aim of this report, and what are the skills that are required in a company to improve customer performance. Also, learn how to maintain long-term relationships with customers.

BUS354 | Customer Relationship Management

   

Singapore University of Social Sciences

   

Customer Relationship Management (BUS354)

   Added on 2020-03-04

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Customer Relationship Management 1Summary of the PresentationNameInstitutionCourseTutorDate
BUS354 | Customer Relationship Management_1
Customer Relationship Management 2IntroductionThe aim of the presentation is to gain understanding behind different concepts of the enterprise system and the skills required by a company to improve customer performance. The presentationis also essential for monitoring the relationship between the company and its customers and Learning how to maintain a long-term relationship with customers. Customer Relationship Management (CRM) is a general term referring to the practices, technologies, or strategies designed by an organization in the management and analysis of customer interaction all across the customer lifecycle Hardy (2012, p. 6). It is an essential aspect the success of any business. Studies show that 89% of the world businesses are primarily competing on customer relationship. Therefore, remaining competitive thus requires other companies to develop good customer relationship. Fogleman (2013) denotes that Companies that value their customers tend to record increased annual revenue than those only focusing on the quality of products and services they offer Hill (2011). The same study denotes that such companies enjoy 28% greater employees’ agreement rates, an average of 24% increase in yearly customer service, and 56% effective retention of customers. A CRM system is thus adopted in the organization to;-Help in improving the business relationship with its customers-Assist in the development of long-term customer retention-Improve the attitude and loyalty to the customers -Improve customer service delivery CRM is adopted in three primary systems which include Cloud Solution, CRM Technology Market, and CRM Software. Cloud Solution is a cloud-based system that provides real-time
BUS354 | Customer Relationship Management_2

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