Access over 20 million homework & study documents

Introduction To Crm

Content type
User Generated
Subject
Marketing
School
Southern Illinois University Edwardsville
Type
Homework
Rating
Showing Page:
1/3
Running head: INTRODUCTION TO CRM 1
Introduction to CRM
Name
Institutional Affiliation
Date

Sign up to view the full document!

lock_open Sign Up
Showing Page:
2/3
INTRODUCTION TO CRM 2
Introduction to CRM
The article “Putting the 'Relationship' Back into CRM” explores what companies can do to
ensure that they build better relationships with their customers. These include getting to know
customers as people and listening, understanding, and appreciating their lives, thinking beyond
loyalty by being open to different types of customer relations, and acknowledging that
relationships cannot be one-sided.
The article “Customer Relationships Evolve- So Must Your CRM Strategy states that
customer relationships constantly evolve, and all CRM efforts do not always work equally well in
all stages of this evolution. The authors argue that transactional, communal, transitional, or
damaged stages are some of the stages through which customer relationships evolve, and tailoring
the efforts of a company’s CRM according to these stages can help deploy a firm’s CRM budget
appropriately.
The article “A Crash Course in Customer Relationship Managementexplores the question
of whether CRM is right for one’s company. Using opinions from different experts, they seem to
come to the consensus that some companies are better positioned to adopt CRM while others are
not. In the article “CRM Done Right,” the authors note that early users of CRM systems were
often dissatisfied by their elusive benefits and high costs but recently, but this disappointment has
transformed into satisfaction as some firms have begun realizing strong returns on their
investments on CRM.
One common theme among the four articles is that CRM can be extremely beneficial for a
business. However, for companies to reap strong CRM investment returns, CRM has to be done
right. The second theme is that for a company to reap the benefits of CRM, certain practices need
to be adhered to, which include coming up with clear customer strategies and assessing customer
relationships’ current state to determine whether they are thriving and tailor how to manage them.

Sign up to view the full document!

lock_open Sign Up
Showing Page:
3/3

Sign up to view the full document!

lock_open Sign Up
Unformatted Attachment Preview
1 Running head: INTRODUCTION TO CRM Introduction to CRM Name Institutional Affiliation Date INTRODUCTION TO CRM 2 Introduction to CRM The article “Putting the 'Relationship' Back into CRM” explores what companies can do to ensure that they build better relationships with their customers. These include getting to know customers as people and listening, understanding, and appreciating their lives, thinking beyond loyalty by being open to different types of customer relations, and acknowledging that relationships cannot be one-sided. The article “Customer Relationships Evolve- So Must Your CRM Strategy” states that customer relationships constantly evolve, and all CRM efforts do not always work equally well in all stages of this evolution. The authors argue that transactional, communal, transitional, or damaged stages are some of the stages through which customer relationships ...
Purchase document to see full attachment
User generated content is uploaded by users for the purposes of learning and should be used following Studypool's honor code & terms of service.

Anonymous
Great content here. Definitely a returning customer.

Studypool
4.7
Trustpilot
4.5
Sitejabber
4.4