ASS113-2 Research: Identifying CRM Software Effectiveness at Tesco PLC

This project report investigates the effectiveness of Customer Relationship Management (CRM) software, focusing on a case study of Tesco PLC. It identifies the meaning and importance of CRM and explores effective CRM software solutions that can enhance productivity and efficiency. The research employs a literature review methodology, examining collaborative, operational, and analytical CRM systems. A project management plan outlines the aims, deliverables, timeline, quality control, communication strategies, risk management, and resource allocation. The report also incorporates primary and secondary research methods, with a focus on qualitative and quantitative data analysis. Recommendations are provided to Tesco PLC, emphasizing the importance of customer relationship management and collaborative CRM to build stronger customer connections and improve overall organizational productivity. The study concludes that a focus on analytical CRM systems is crucial for Tesco to collect and leverage large quantities of data to enhance its productivity and efficiency.

Research 2: Exploring
Data

Table of Contents
INTRODUCTION......................................................................................................................4
MAIN BODY.............................................................................................................................4
Overview of the company......................................................................................................4
Research Aims: “ To identify the most effective customer relationship management software
in order to enable effective customer relationship management” A case study of TESCO PlC.
....................................................................................................................................................4
Research Objectives:..................................................................................................................4
Research Questions:...................................................................................................................4
Literature Review.......................................................................................................................5
Produce a Project management plan that covers aims and deliverables, time, quality,
communication, risk and resources........................................................................................6
Work breakdown Structure....................................................................................................7
Gantt chart..............................................................................................................................7
Primary Research...................................................................................................................7
Secondary Research...............................................................................................................8
Qualitative Research..............................................................................................................8
Quantitative Research...........................................................................................................8
Recommendation....................................................................................................................8
CONCLUSION..........................................................................................................................9
REFERENCES...........................................................................................................................9
Books and Journal..................................................................................................................9

INTRODUCTION
Customer relationship management is the kind of activity in which the organisation
and the company administer their interactions and their connections with the consumers by
using more information and data in order to analyse the large amount of information. It is the
kind of software that supports the organisation to nurture the connections with decline and
also assist to the company to improve their efficiency and improve your time management
and impress the client at every step of their way (Gamayanto and Christian, 2018). This
report is going to consider Tesco organisation in order to analyse their customer relationship
with their clients and with their customer.
MAIN BODY
Overview of the company
Tesco is the British Multinational company which is situated in England, Welwyn Garden
city United Kingdom. It is the third largest company in the world that is evaluate by the gross
revenues and the ninth- largest in the world. Apart from this, the company is providing
variety of the product and services in the marketplace. Apart from this, in order to improve
their connection with their consumers, and employees the organisation is focusing on the
Customer relationship management.
Research Aims: “ To identify the most effective customer relationship management software
in order to enable effective customer relationship management” A case study of TESCO PlC.
Research Objectives:
o To identify the meaning of the customer relationship management.
o To identify the importance of Customer relationship management.
o To identify the most effective CRM software that helps the company to
improve their productivity and efficiency.
Research Questions:
o What is the meaning of the customer relationship management?

o Explain the importance of Customer relationship management?
o Explain the most effective CRM software that helps the company to improve
their productivity and efficiency?
Literature Review
What is the meaning of the customer relationship management?
According to the “(Lubis, Dalimunthe, Absah and Fawzeea, 2020)” Customer relationship
management is the concept that defined about a larger strategy for the organisation in order to
operate with consumers in order to enable the effective customer relationship management.
Customers relationship management is the procedure that support the organisation to build it
back to connections with their consumers and with their clients and also improve the
efficiency of the organisation and also support the company to improve their time
management so that they can accomplish their goals and objectives in an appropriate manner
(Zephaniah, Ogba, and Izogo, 2020). Customer relationship management is the kind of
platform or software that helps the organisation to track the particular activities of a potential
customer by using different kind of social media platforms, email in website channels so that
they can support organisation to get the more information and assist them in order to improve
their capabilities and brings more opportunities for the company
Explain the importance of Customer relationship management?
According to the “(Ahmadalinejad, and Nabavi, 2016)”Customer relationship management is
very important and plays an crucial role for the organisation because it’s a board organisation
to build connections with their consumers and create a more loyalty and customer retention.
As the customer loyalty as well as revenues is both quality that create impact on the
organisation revenues. By using customer relationship management the company become
capable to increase and improve their profits for the organisation. Apart from this in order to
track every interaction with the potential consumers and collect all the relevant information
and data and also enhance the data management the customer relationship management plays
an important role. Apart from that it also helps the organisation to track the daily task in the
region engage more consumers towards the organisation and its streamline consumer’s
communication so that the company can fulfil the requirements and improve their
capabilities.

Explain the most effective CRM software that helps the company to improve their
productivity and efficiency?
As per the view point of (Gaur, and Afaq, 2020) Customer relationship management is very
important for the organisation and there are three kinds of customer relationship management
and that our collaborative customer relationship management system, operational customer
relationship management system, analytical customer relationship management system.
Collaborative customer relationship management is the kind of system data focusing on the
collaborating more consumers towards the organisation and open the marketing team and
consumer support agents so that they can focus on the products and skills of specialities.
Collaborative consumer relationship management system ensure that every time and every
group of the organisation in the Tesco organisation have a exist to same up-to-date The
consumers information or consumer data so that they can collect the information and improve
their customer interactions. Operational customer relationship management is the system that
supports the organisation to process for customer relationship. They help the organisation to
provide the equipment in order to conduct a appropriate visualise and focusing on the
customer journey so that the employees become capable to handle the full customer journey.
In order to improve the customer journey by focusing on the interactions with the company
website by using a whole lead management process and they also provide automation
features so that it becomes easy for the organisation to Caters top-notch services to the scale.
Apart from this analytical consumer relationship management system is the concept that
focusing on the analyzation of the consumer’s data that is brings by the organisation in order
to focusing on the customer data. There are different kinds of visitor tools in equipment as
well as platforms that are used by the company so that they can become capable to collect
large quantity of data and information. In this system did required to turn the information into
something which is very useful and helpful for the organisation. Tesco company No
organisation is focusing on the analytical customer relationship management system so that
they can concentrating on the customer data that is achievable and gain by the organisation in
order to collect large quantity of the data as well as information (Reid and Moffett, 2017)
(Schyvinck and Willem, 2018).
Produce a Project management plan that covers aims and deliverables, time, quality,
communication, risk and resources
Project management plan is very essential for the company in order to handle their strategies
as well as their concept in order to get the success and achieve their goals and objectives. In

this particular research all the activities and the functions are completely oriented by the
researcher in order to achieve their task that are decided by the company. As there are
different types of functions and activities that are required by the organisation to operate in an
effective manner so that they can complete the task in in particular timeframe. In the current
situation this project management plan is going to work on the different types of activities
that are below mention:
Quality: It is very important for the researcher to Handle and maintain the factor quality in
the research so that they can achieve their appropriate outcomes. In the current scenario or in
the current research the research are we going to focus on the quality of the instructor
resources by considering appropriate productive work and activities.
Communication: communication plays an important role in order to build connections and
achieve the targets in an appropriate manner. In context of the current research it can be
identified that there are different types of concept or methods that are adopted by the
company to maintain the effective communication in the task.
Time: It is very important for the investigator to achieve and attend their activities in
particular timeframe so that they can improve deficiency of the organisation. For the current
investigation the entire time is the select by the investigator is about six months.
Cost: Cost is the particular term that can be described as the amount better going to be used
or implemented by the investigator so that they can achieve the required output so that they
can complete the investigation in an appropriate manner.
Work breakdown Structure
Work breakdown structure is the kind of concept that is considered by the
investigators so that they can separate the project in small parts so that they can become
capable to perform their activities in order to improve their capabilities of the task and
achieve their goals and objectives. It also helps the investigator to make the work more easier
and divide the task according to the interest and responsibilities of the team members.
Gantt chart
Gantt chart is the kind of strategy that helps the organisation to represent their data in
a graphical representation in which several kind of activities are considered by the company
so that they can achieve different types of activities on the basis of axis basis

Primary Research
Primary research is the kind of investigation which is linked with the performance of
the activity so that the investigator becomes capable to collect the information at the primary
level. The primary investigation includes questionnaire, interviews, observation, service in
different kind of my third so that they can collect the information In order to achieve their
goals and task.
Secondary Research
Secondary investigation is the type of data collection method which is used by the
organisation. In which the information is completely evaluated by the organisation and this
method is using different types of concepts so that they can become capable to collect the
data from the newspaper, journals, magazines, on loud sites and several more. The current
investigation is completely based on the secondary method in which the investigator is
focusing on the literature review.
Qualitative Research
Is qualitative information is the matter that is used by the researcher so that they can
become capable to evaluate the methodology is in the Research that support the researcher
And also support organisation to accomplish their objectives and aims in an effective manner
Quantitative Research
Quantitative investigation is the kind of research that can be the 1st to the appropriate
concept that adopted different kind of numerical data so that they can become capable to
analyse and evaluate different types of factors in the investigation. These types of numerical
data make the research More appropriate and effective and also support the company to
analyse the information in in numerical form.
Recommendation
From the above mentioned report there is a few recommendations to the chosen organisation
so that they can become capable to improve their productivity and effectiveness.
 It Is recommended to the organisation that they should focusing on the customer
relationship management so that they can build more is that all connections with their
consumers in order to improve their productivity and efficiency.
 It is also advised to the organisation to focusing on the collaborative customer
relationship management so that they can provide a seamless customer experience

throughout the customer journey in order to share the appropriate information and
data across the Full organisation in the real time
CONCLUSION
From the above-mentioned afford it has been concluded that customer relationship
management plays an important role In the organisation in order to build connections and
improve productivity and efficiency of the organisation. There are mainly three kinds of
customer relationship management that is focused by the organisation in order to focusing on
the customer relationship management. As from the above-mentioned report it has been
analysed that the Tesco companies focusing on the analytical customer relationship
management system so that they can become capable to collect large quantity information in
order to improve their productivity and efficiency.

REFERENCES
Books and Journal
Gamayanto, I. and Christian, H., 2018. The Development of Innovative CRM E-Commerce:
The Case of Blibli. Com. Binus Business Review, 9(1), pp.29-38.
Zephaniah, C.O., Ogba, I.E. and Izogo, E.E., 2020. Examining the effect of customers’
perception of bank marketing communication on customer loyalty. Scientific
African, 8, p.e00383.
Ahmadalinejad, M. and Nabavi, S.N., 2016. Social CRM: A solution for realization of virtual
banking. International Journal of Mechatronics, Electrical and Computer
Technology, 6(22), pp.3134-3141.
Gaur, L. and Afaq, A., 2020. Metamorphosis of CRM: Incorporation of Social Media to
Customer Relationship Management in the Hospitality Industry. In Handbook of
Research on Engineering Innovations and Technology Management in
Organizations (pp. 1-23). IGI Global.
Lubis, A., Dalimunthe, R., Absah, Y. and Fawzeea, B.K., 2020. The influence of customer
relationship management (CRM) indicators on customer loyalty of sharia based
banking system. Lubis, A, pp.84-92.
Reid, A. and Moffett, S., 2017. KM as a Facilitator for CRM in a US Print
Company. Electronic Journal of Knowledge Management, 15(1), pp.pp49-58.
Schyvinck, C. and Willem, A., 2018. A typology of cause-related marketing approaches in
European professional basketball. Sport Management Review, 21(4), pp.347-362.