Sunday, 17 February 2013

CHAPTER 11- BUILDING A CUSTOMER CENTRIC ORGANIZATION- CUSTOMER RELATIONSHIP MANAGEMENT 


   Why is it important for any company to use CRM strategies to manage customer information.

  •  PROVIDE BETTER CUSTOMER SERVICE
  • MAKE CALL CENTER MORE EFFICIENT 
  • CROSS SELL PRODUCT MORE EFFICIENTLY
  • HELPS SELL  STAFF CLOSE DEALS FASTER   


   If the virtual world is the first point of contact between a company and its customer, how might that transform the entire shopping experience.


 IT WILL BE POSITIVE AND NEGATIVE EFFECT OF BOTH PARTIES

-POSITIVE SIDES

  • IT MORE EASY  TO MAKE CONVERSATION AND TRANSACTION
  •  THE COMMUNICATION WILL BE MORE EFFECTIVE BECAUSE CUSTOMER CAN FACE TO FACE  WITH SELLER.
  • THE CUSTOMER CAN GIVE COMMENTS OR CRITIC IN FRONT OF THE VIRTUAL TOOLS
-NEGATIVE SIDES 
 
  •  HIGHER COST IN MAINTAINANCE.
  • CUSTOMER DID NOT KNOW ABOUT  THE ACTUAL PRODUCT
  • IT WILL HARD FOR CUSTOMER TO COMMUNICATE IF THE MACHINE IN TECHNICAL PROBLEM.
 




















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