Analyzing Customer Relationship Management at Marks & Spencer

This presentation provides an overview of customer relationship management (CRM) at Marks & Spencer (M&S), highlighting key matters such as managing customer relationships, increasing sales and loyalty, and addressing CRM-related issues. It identifies customer-related problems, specifically poor product supply and availability, and proposes solutions including listening to customer feedback through CRM systems, assessing the situation, understanding customer needs, addressing issues with managers, and following market trends. The presentation concludes that effective CRM implementation can significantly improve the organization's performance and customer satisfaction. The document includes references to support the analysis. Desklib offers a variety of resources, including past papers and solved assignments, to aid students in their studies.

CUSTOMER
RELATIONSHIP
MANAGEMENT

TABLE OF CONTENT
• INTRODUCTION
• KEY CUSTOMER RELATIONSHIP MANAGEMENT MATTER IN M&S
• CUSTOMERS RELATED ISSUES AND PLAN TO ADDRESS ISSUES
• CONCLUSION
• REFERENCES

INTRODUCTION
 Customer relationship management refers to the technology that helps in managing the
relationship of the company and their interactions with the customers and potential
customers as well.
 The goal of this to improve the relationships related to the business. The current report
is based on the Marks and Spencer.
 The presentation will outline the key customer relationship management matters in the
organization.
 Further this presentation will also outline the any specific customer or consumer related
issues and ways to address the issue.

KEY CUSTOMER RELATIONSHIP
MANAGEMENT MATTER IN M&S
 Managing the customer relationships is very important that helps the company to retain and
gain the customer loyalty.
 This helps the business to grow the strong relationship with the customers.
 This is the best software that helps the company in order to manage and improve the
customer relationship.
 In order to grow in the market the company must invest in the more resources and builds the
customer relationships.

CONTD..
 The main aim of having the CRM is to improve the customer relationships, increases
the sales and loyalty and retention in the organization.
 The cited organization must focus on the technology and trends that are changing in the
market in order to attract the more customers.
 As the company is having the large customer base, it must adopt the complete software
package that will be cheaper for the company.

CONTD..
 This system will help the company to have the direct contact with the customers by having the
sales and service related operations in the market.
 By having the customer's loyalty and retention it helps the company to have the good
revenue.
 This is basically the management strategy for M&S which helps them to improve the profits
in their business.
 There are certain issues related to the CRM which includes the lack of support from
customers, low user adoption, bad data and reviews from customer side, etc.

CUSTOMERS RELATED ISSUES AND
PLAN TO ADDRESS ISSUES
 Customers issues are the piece of the feedbacks that is received by the company.
 These are opportunities that helps M&S to improve its marketing process and have the
better customer experience.
 The customers of the cited company used to face the problems related with the poor
supply of the products and the non- availability of the products in the market.

CONTD..
 In order to solve the problem related with the customers the company has planned the
steps in order solve that problem.
 The solution is as described below:
1. Listening to the customers: As By using the CRM system the company must
listen and check the customers review. This will help the company to solve the problems
quickly by listening to the queries of the customers in the market.
2. Assess the situation: As the customers were facing the problem related to the
non-availability of the products in the market. This used to affect the customer and the
organization profitability as well.

CONTD..
3. Ask the customers needs: The organization by asking the customers about the
needs and preferences that helps them to bring that trend in the market. This
makes the company to make the customers feel valued in the market.
4. Address the issue with managers: The cited organization must review its
problem related with the customers with the managers. This will make the
company to solve the consumer related problems easily.
5. Follow up with market trends: The cited organization in order to solve the
problem that is faced by the customers in the market.

CONCLUSION
 From the above presentation it is evaluated about the key customer relationship
management matters in the cited organization.
 Further this presentation has also evaluated about the specific customer related issue
and some ways to address the cited issue.
 By this it will help the organization to perform in the efficient way.

REFERENCES
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Software Engineering. 3(1). pp. 108-123.
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 Mohamad Shah, M. F., 2021. Characteristic performance customer relation management: a case study technology
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Customer Value And Corporate Image Of PT. Hanan Boga Rasa Cathering, Snack And Bakery. Turkish Journal of
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