Customer Relationship Management (CRM) Model

Customer relationship model may be defined as a practice, technology, and strategy which is used by the many companies to manage and evaluate the customer data and interactions throughout the customer lifecycle in order to improve the business relationships with customers and it will also help in customer retention. The CRM system came into in existence with an effective software which helps and supports in organizing, collecting and managing the customer information and data. There are numerous elements of customer relationship management model which are essential to run the business activities and operations successfully. It also helps to build and develop good relations with customers in the global market. Each and every component is effective and unique and plays a significant role in the process. The customer relationship model helps to generate revenue and profit of the company. The components of CRM model have been discussed below; Human resource management:Continue reading

Gartner Competency Model – Customer Relationship Management (CRM) Model

Customer relationship management is a strategy of every organization which is made by the companies and the business to maintain the performance and the position of a company. Customer relationship management is a model which could be defined as technology, strategy and practice that is used by various organizations to develop and manage the customer data and customer interactions so that a good relationship could be managed. These strategies helps the company to maintain the relationship with the customers and also help the company to make loyal customers, indirectly these strategies help the company to enhance the turnover and grab more market share. It also helps a company to retain the customers. Customer relationship model is an approach that assists the company to manage the customers. CRM model helps a company to build and develop a good relationship with the customers. Basically, a CRM model is known as an “opportunity for business”Continue reading

Customer Relationship Management (CRM) in Indian Banking Sector

In recent years, a rapid revolution is transforming the banking industry around the world. In early 1990s, banks and other financial intermediaries have been affected by greater risk and sharp competition due the wave of deregulation in India. Due to cross-border flows and entry of new players and products, banks are forced to adjust the product-mix and modify their processes and operations to remain competitive. Also, better tracking and fulfillment of commitments, multiple delivery channels for customers and faster resolution of incoordination is possible due to extensive use of technology. Today banks are market driven and market responsive and every bank’s CEO is more concerned about how to increase or at least maintain the market share in every line of business against the backdrop of sharp competition. Additionally, the entries of multiple channels and new players have made customers (both corporate and retail) more perceptive and less loyal to banks.Continue reading

Case Study: Dell Social Business Strategy

Dell Inc. is one of world’ largest multinational technology corporation that manufactures sells and supports personal computer and other computer related. Dell was founded as PC’s Limited in 1984 by Michael Dell, with a start-up money totaling $1,000, when he was attending the University of Texas. Michael Dell started his business with a simple concept that selling computer systems directly to customer would be the best way to understand their needs and give them the most computing solutions. The first product of the company is a self-designed computer called Turbo PC which had lower prices than major brands. PC’s Limited was not a first company to do this but was the first to succeed, grossing $73 million in its first year trading. The company changed its name to Dell Computer Corporation in 1988. They tried to sell computer through stores in 1990 but was unsuccessful and they returned to sellContinue reading

What is Electronic Customer Relationship Management (eCRM)?

Information Technology has made a huge impact on how a business operates; thereby it is being seen as an important area of commerce which needs to be tapped. Despite the large scale investments in trying to automate a business entity, many businesses have failed to attract customers. The factors such as time frame of response, understanding customer needs and new ways to attract customers are making it difficult for the businesses to cope up with. Customers pose a key role in success of an e-business and it has called for extensive research in understanding the key areas of Customer Relationship Management (CRM) in the field of Information technology. Customer Relationship Management from the Information Technology perspective is called as Electronic Customer Relationship Management (eCRM). What is Customer Relationship Management (CRM)? In today’s market trend, customers are more educated, better informed, more technology aware and hence demanding more in the serviceContinue reading

The 7 Core Principles of Customer Service

In any field either business, company or an institution they are usually guided by the principles of customer service. These principles help them improve the services and maintain a good relationship with their customers. Here are some of the principles of customer service that are core in any business or company. Through the core services, customer service techniques will govern the organization of the quality of service. The seven principles of customer service include; speed, accuracy, clarity, transparency, accessibility, friendliness and efficiency. Speed: This has been critical to many organizations. Through speed and responsiveness, it will determine the quality of service provided in an institution. As one may know, the ability to respond to the customer need has an impact on both the customer satisfaction and dissatisfaction. For companies to improve on their customer service, they ensure they have good responsiveness. There are various types of responsiveness which include firstContinue reading