Computer Sciences and Information Technology
Topic:
CRM
This is a team project. The project is about customer relationship management system (CRM) of Uber.
My responsibility is to write about
– What is CRM?
– What are the advantages of CRM?
– What are the disaventages of CRM? ( just a little)
– What business industries need CRM? ( make a little link to Uber)
The number of pages is limited to 2 pages . Please include some image which helps to explain the context. You do not need to write 550 words. Just finish the job within 2 pages including some image.
Using 1-2 sources (APA)
You can see more detail in the attached file. (yellow highlight).
Customer Relationship Management
Customer relationship management (CRM) describes how a business interacts with customers and potential customers using technology to gather the intelligence needed for the business to provide support and services to its customers. CRM also involves the utilization of information gathered by ensuring the business meets the needs of its existing customers, service users, colleagues, or supplies, and identifying new customers to achieve the business goals and improve profitability (E-Business Toolkit, 2013). The CRM system offers a business better management of external interactions and relationships in terms of sales, business development, customer service, marketing, and recruiting process. with the use of CRM tools, a business is able to conduct the business process in one central location such as storing customers and prospect contact information, recording issues with service or products, identifying sales opportunities, and managing marketing campaigns. Therefore, businesses that incorporate CRM have the opportunity to increase productivity resulting in higher profits.
The advantages of CMR make it essential in helping business operations when implemented appropriately. Some of the advantages CRM include enhancing better customer service since it provides the possibility of treating each client individually instead of a group through maintaining a repository on each customer’s profile. Each employee within the organization gets to understand the specific needs of their customers which improves the ability to offer better customer services (Taylor, 2014). Another advantage of CRM is that plays a significant role in identifying new customers. The CRM system is capable of keeping profile track of existing customers enabling the business to use them to determine its target market for maximum clientage return. CRM helps the business to increase customer revenues by ensuring effective coordination of marketing campaigns is achieved. Data provided by CRM can be filtered to ensure promotions only targets markets where the particular products have not been purchased (Plaksij, 2019). CRM is also known for its advantage of simplifying the sales and marketing processes through technological integration such as website and interactive voice response systems that ensure better and effective communication for salespersons and organizations. Lastly, CRM facilitates optimized marketing by helping the business to understand customers’ behaviors and needs. CRM enables the business to identify the most correct time for conducting marketing within a particular target market.
However, there are several disadvantages that CRM has including the possibility of record loss since CRM utilizes remote Internet Connection for data storage, whereby the business does not have control over customers’ details making it hard to retrieve data in case of an outage. Another con of CRM is overhead costs associated with CRM software. The costs accumulate from payments needed to be made by the business to professionals including software developers, system administrators, and maintenance personnel (INFINIGEEK, 2019). CRM eliminates the human element in an organization due to its automation of processes ability. However, the elimination of the human element denies the business the human touch that is essential in creating an excellent business relationship with customers.
The number of business industries that require CRM has increased in recent years. Some of the major business industries in need of CRM include financial services, health and life science industry, retail industry, manufacturing and consumer goods, and communication and media (Nilsen, 2017). Also, CRM is used by any business that involves sales team, marketing, quotes and invoice creation, wants to increase efficiency, and want to show their customers that they are a priority within their industry; Uber is an example of a business that involves such aspects.
References
E-Business Toolkit (2013). Customer Relationship Management. Retrieved from https://www.onebusiness.ca/sites/default/files/MEDI_Booklet_Customer_Relationship_Management_Accessible_E.pdf
INFINIGEEK. (2019, February 18). Advantages and Disadvantages of Using Customer Relationship Management Software. Retrieved from https://infinigeek.com/8-advantages-disadvantages-using-customer-relationship-management-software/
Nilsen, P. (2017, March 08). Which Industries Use Salesforce CRM Platform Most. Cetrix Cloud Services. Retrieved from https://www.cetrixcloudservices.com/blog/salesforce-crm-platform/
Plaksij, Z. (2019, September 16). CRM benefits: How CRM improves customer relationships. Super Office. Retrieved from https://www.superoffice.com/blog/crm-benefits/
Taylor, M. (2014, November 06). Advantages of Customer Relationship Management. CRM Simplified. Retrieved from https://crm.walkme.com/advantages-customer-relationship-management/
