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Customer Relationship Management (CRM) is a strategy that an organization uses to manage its interactions, connection, and relationship with its existing and potential customers in order to enhance customer satisfaction and increase profitability (Kumar, 2010). CRM is facilitated by a CRM software which stores customers’ data such as profile, products preference, buying history, and communication messages, in order to give the or...
Flow of information has been a major problem a major problem in XYZ Company which has been facilitated by poor communications within the corporate. With the traditional approach to managing customer information, employees have not been able to provide same high service levels since because they barely have same customer information access (Zablah, Bellenger & Johnston, 2014). After all, even in the cases where ...
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1. The appropriate measures that should be used for obtaining feedback from employees are as follows:
In order to get feedback from the employees, the managers should create an honest communication and open culture that help the managers to know about the employee’s feedback regarding customer service standards (To, Martin Jr & Billy, 2015)
In addition, if the employees ask a question regarding their feelings about their ...
Customer Relationship Management refers to practices, technologies and strategies that an organisation takes to manage the customer interaction. Organisations can use CRM to research about customers’ data, customers’ life cycle and CSR can be used to manage business relationships with customers. In this study, an organisation will be chosen and organisation’s customer management policies will be di...
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