Could someone please asisst me with reply for my classmate . Here is the questio
ID: 375772 • Letter: C
Question
Could someone please asisst me with reply for my classmate.
Here is the question: Explain how you would approach a CRM strategy for the company or organization where you are working.
What is positive about it? Do you think it is effective?
Here is their response:
If I were to develop a new CRM strategy for my company, I would first set up a meeting to define clear goals for the strategy and determine if those goals are within the scope of we are actually capable of accomplishing. I would then bring in CRM consultants to ensure that we were doing the job right, gaining advice on where we need new software and where we might need to hire new employees or provide training to existing team members.
If I were to get my way, our CRM strategy would focus on a single source of information and tailored marketing communications. The single source of information would require that all departments utilize the same system so that any employee could instantly understand a particular customer’s profile, relationship with the company, and previous interactions with us. It would also feature inter-departmental automation, which would assign tasks to various departments based on various triggers. For example, if a customer service representative logged a sale in the system, that sale would automatically be assigned as a task in the warehouse, who would know they needed to ship it out that day. This would greatly enhance the customer experience by decreasing the amount of time the customer spent waiting on tasks to be completed. I would also encourage the customer to have confidence in the company, as they would no longer feel that various departments do not know what is going on. On the other hand, updating the systems for all departments will be incredibly expensive, involving employee training, potential data loss, paying employees to enter data into the new system (IT Knowledge Portal, 2017).
The strategy would also focus on tailored marketing communications. It would gather data about the customer in order to offer products and services that made sense to them. For example, if a customer has a spending history that features cookware, bath towels, and cleaning supplies, they will receive marketing communication about home goods. They would not receive marketing communications tailored around products irrelevant to them, such as power tools. The advantage to this idea would be that customers would most likely have a greater interest in the advertisements sent to them, as it would presumably feature products that are relevant to that customer. Because of this, it would increase their likelihood of actually purchasing these products. However, by not showing the customer products that they don’t normally buy, my company would be decreasing the likelihood that the customer would ever expand their shopping selection at this store. Additionally, customers who receive tailored marketing communications sometimes feel confused and wonder if their privacy is being invaded, which would potentially create a negative experience for customers (Kokemuller, n.d.)
Explanation / Answer
First of all you have put a beautiful analysis of the CRM in the present day martektingand its positive for the company. My question is that how CRM will be use effective for any organizationin the 21st century which drives on big data analyitcs and will it be effective to use big data in this case. second question is that how cost will be maintained in this program.