Customer relationship management system articles of organization

Customer relationship management

customer relationship management system articles of organization

Research Article; J Entrepren Organiz Manag , Vol 7(1); DOI: Keywords: Customer relationship management system; Profit; Business; Organization. The better a business can manage the relationships it has with its customers the more successful it will become. Therefore IT systems that specifically address. Articles on Customer Relationship Management. Customer Why a CRM System is always important for an organization is discussed in detail. Read More.

Customer Relationship Management Articles

The result is customer dissatisfaction and eventual loss of revenue. Poor communication can prevent buy-in. In order to make CRM work, all the relevant people in your business must know what information you need and how to use it. Weak leadership could cause problems for any CRM implementation plan. The onus is on management to lead by example and push for a customer focus on every project.

If a proposed plan isn't right for your customers, don't do it. Send your teams back to the drawing board to come up with a solution that will work. Trying to implement CRM as a complete solution in one go is a tempting but risky strategy. It is better to break your CRM project down into manageable pieces by setting up pilot programs and short-term milestones. Consider starting with a pilot project that incorporates all the necessary departments and groups but is small and flexible enough to allow adjustments along the way.

Don't underestimate how much data you will require, and make sure that you can expand your systems if necessary. You need to carefully consider what data is collected and stored to ensure that only useful data is kept. Avoid adopting rigid rules which cannot be changed. Rules should be flexible to allow the needs of individual customers to be met.

Therefore it is vital to choose your supplier carefully. Making the wrong choice could be expensive and even jeopardise your business. Before implementing a solution based on CRM technology, you might want to ask any potential suppliers the following questions: How long has the supplier been established? What are the specific costs associated with the product, i. Does the supplier offer any form of evaluation software so that you can try before you buy?

How much is charged for technical support? Does the supplier provide consultancy and, if so, at what rates? Is the system scalable? If your customer base grows will the system expand to cope? Can the supplier recommend any third-party developers that make use of their core CRM products?

The Impact of Customer Relationship Management on Organization Profit of in Somali

Is there an active independent user group where experience and ideas can be freely exchanged? Can the supplier provide references for businesses in your industry sector using their software? External customer is buyers the buyers they buy of organization, so that organization must the collect date relating their customer, in fortunately Somali Company have not management information system that reason was responsible luck of good customer relationship.

The researcher justify the amount of profit of this company comes total sales reduce total cost to gain profit of company if the amount of sales was greater than the amount of cost the amount gain we called profit, if the amount of sales is less than the amount of cost we called loss and if they same we called breakeven point means no gain no loss.

Problem Statement These days Somali were come disbar and they marked a lot of investment and increase economy, so they created small business and projects mostly they establish hotel like peach view restaurant they arise level of completion of the business, and also increase high level of customer turnover, furthermore increase customer acquisition, cost and growing customer expectation. There for most of Somali business have not focus on Customer relationship management system and finally the problem of this study seeks to show the relationship between customer relationship management system performances of organizational in Somali business.

Scope of the study The study was exploring the impact Customer relationship management on the profit of organization in Somali. Businesses like Oracle have come up with services and products and keyword Customer relationship management system and profit. Modern marketing shows for more developing and increase profitability of organization to produce good product, then attractive the whole of customer, the only way to get beneficial customer, marking relationship.

The researcher justify the amount of profit of this company comes total sales reduce total cost to gain profit of company if the amount of sales was greater than the amount of cost the amount gain we called profit, if the amount of sales is less than the amount of cost we called loss and if they same we called break- even point means no gain no loss.

customer relationship management system articles of organization

According to Al-Azzam [ 2 ] he says the customer relationship management First and leading, to form customer-oriented behaviors, organizations have to improve a suitable working environment for service in work. For example, giving staff with the current tools, and technology, customer satisfaction pursuing and complaints management systems, moving leadership, and right rewards systems can all make these behaviors [ 3 ].

Therefore, the achievement of CRM close depends on the vigorous involvement of the employees in the organization them self [ 4 - 6 ]. Profit According to McMichael et al. That can track customers through the World Wide Web and be able to forecast their forward moves wants and needs.

customer relationship management system articles of organization

According Kotler et al. He says these CRM aim is to produce high excellence equity which he called customer equity.

customer relationship management system articles of organization

According Hogan et al. In the second stage, organizations demanded more cross-functional integration to create a holistic view of their customers' relationships.

customer relationship management system articles of organization

Also, the integrated system's goal was to provide a single-face to the customer by enabling employees to work from a common set of customer information gathered from demographics, Web hits, product inquiries, sales calls, etc. Cross-functional integration allowed the whole organization to take responsibility for customer satisfaction and allowed for better predictive models to improve cross-selling and improved products and delivery options.

The third stage of CRM was heavily influenced by the Internet.

The Impact of Customer Relationship Management on Organization Profit of in Somali

Customer self-service and Internet-based systems became the next big thing in CRM. However, there were obstacles caused by a lack of seamless integration into the organization's operational systems and a lack of integration across customer touch points such as call centers, web transactions, and other various interactions.

By rethinking the quality and effectiveness of customer-related processes, many organizations began to eliminate unnecessary activities, improve out-dated processes, and redesign systems that had failed to deliver the desired outcomes. In this stage, the big CRM vendors used new Internet-based systems to extend the reach of CRM to thousands of employees, distribution partners, and even the customers themselves.

The next stage of CRM will be when systems are designed based on what matters most to the customer and customers will have direct access to all of the information they need in order to do business with an organization. Customer driven CRM means that organizations first understand the customer, and then move inward to operations. The next generation of CRM will also focus more on financial results.

Customer relationship management

Not all customer relationships are profitable and very few companies can afford to deliver an equal level of services to all customers. Organizations must identify existing profitable customer segments and develop the business requirements to support sustained relationships with these profitable segments. However, organizations also need to find cost effective alternatives for current non-buyers or low-margin customers. Also, there is the difficulty of getting everyone in the organization to be customer oriented and to get everyone to actually use the customer information that is available.

Providing adequate training so that personnel feel comfortable using a new system is critical. Also, not all customers want a relationship with the company and some may resent the organization collecting information about them and storing it in a database.

Another problem is the long wait for a return on investment. A three-year wait for ROI is still common.