Premium Essay

Crm of Agora

In: Business and Management

Submitted By neeaz
Words 278
Pages 2
Globalization has changed the lifestyle of the urban people in Bangladesh. The retail market is not only expanding but also moving towards a different dimension as the number of superstores is increasing. The numbers of superstores are increasing in our country to satisfy the demand of customers. As more and more urban people are entering to the shopping zone of superstores, customer satisfaction has been identified as a critical strategic issue in the retail industry. Understanding of what creates a satisfying customer experience becomes crucial for superstores success in attracting more customers to purchase. It is necessary for the retailers to understand the customers’ wants and needs to increase the level of their satisfaction and loyalty. Finally, effective satisfaction creates a long term relationship between the sellers and the buyers as well as increasing their loyalty through repeat purchase behavior and attitudes, all of which help retailers to increase the market share and profit. The customers’ decision on shopping behavior as well as customers’ wants and needs are sophisticated and important to the effect that retailers seek to build a stable and long-term relationship with their consumers. Thus, retailers are able to improve the customers’ satisfaction that later turns into the customers’ loyalty and finally customer retention. A business organization should fully concentrate on existing consumers, because existing customers can lead to satisfaction in which the firm stands to achieve market share and profit by creating the customers’ satisfaction and loyalty. In addition, a company’s market share and profit are motivated by the customers’ loyalty as it is a direct outcome of the customers’ satisfaction. Customer satisfaction is a direct result of quality from different…...

Similar Documents

Premium Essay

Effect of Crm

...Determining the Effect of CRM Software on Business Success Assignment Melissa Gilbert IT/205 May 20, 2012 David Thomas Determining the Effect of CRM Software on Business Success Assignment Title | IT205 Smart Scenario - Determining the Impact of CRM Software on Business Success | Email to Boss | RE: Emergency Executive meeting TOMORROW at 9:00AM | _______________________________________________________________________________________ From: Boss Subject: Emergency Executive Meeting TOMORROW at 9:00AM Just got off the phone with the Bean Counters and revenues are down! I need to know what each of you is going to do to fix this problem, pronto! We are meeting tomorrow at 9:00AM sharp, come prepared to deliver a Presentation and Executive Briefing addressing what your department can do to right the ship. Heck, I can't wait that long. I need a Reply from each of you RIGHT NOW. In your RSVP for tomorrow's meeting, give me the key challenges that are facing your department and causing this sudden, unacceptable decline. Boss Hi boss, The key challenges that my department is facing at the moment is we have an abundamce of merchandise our customers do not want and not enough merchandise that our customers do want plus, we are also having trouble targeting our customers that are at risk. We have started to address both of these issues one by contacting a vendor that will help us implement and integrate with our data records which will help us......

Words: 846 - Pages: 4

Premium Essay

Crm Software

...Sigrun Finnsdottir ACCT 367-01 Prof. Poyner 4/20/13 CRM Software: Customer Relationship Management Software Introduction to CRM Software It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives the user a holistic view of each customer; however, that’s not all that CRM Software does. It can also be used to incorporate marketing, technical support and customer service interaction in one place. Depending on what kind of level of CRM you have, it can provide you with a comprehensive view of your whole organization’s ground work such as income, order records and other key function indicators that support the most important thing; your customers (Choudhari). Benefits of CRM Software Having good CRM Software benefits a company in multiple ways. It helps the company learn about their customer’s interest from previous orders and what their needs and desire are. Also by following up with a previous customer, it helps a company to ensure......

Words: 1431 - Pages: 6

Premium Essay

Crm in Retail

...1.6 CRM Practices in Retail Sector India presents a huge opportunity to the world at age, to use as a hub. Standing on the threshold of a retail revolution and witnessing a fast changing retail landscape, India is all set to experience the phenomenon of global village. India is the “promised land” for global brands and Indian retailers A “Vibrant economy”. India tops in the list of emerging market for global retailer and India’s retail sector is expanding and modernizing rapidly in line with India’s economic growth. The future is promising; the market is growing, government policies are becoming more favorable and emerging technologies are facilitating operations. Retailing in India is gradually inching its way toward becoming the next boom industry. The whole concept of shopping has altered in terms of format and consumer buying behavior, ushering in a revolution in shopping in India. Modern retail has entered India as seen in sprawling shopping centers, multi-storied malls and huge complexes offer shopping, entertainment and food all under one roof. The Indian retailing sector is at an inflexion point where the growth of organized retailing and growth in the consumption by the Indian population is going to take a higher growth trajectory. The Indian population is witnessing a significant change in its demographics. A large young working population with median age of 24 years, nuclear families in urban areas, along with increasing working-women population and emerging......

Words: 2764 - Pages: 12

Premium Essay

Crm in Recruitment

...A study on the Customer Relationship Management (CRM) system at a global recruitment firm. How it affects to operational management process. Mohd Faisal MOHD HAMA Abstract The present paper document on a study of implementing Customer Relationship Management System (CRM) at one global recruitment company headquartered in Manchester United Kingdom, as a way of operation process improvement. This paper will highlight on the company condition before implementing the CRM system, the transition and how it affects the company operational management. The result has indicates that the use of CRM system has significantly improves in terms of client and candidates management system, invoicing and management functions in the organization. In addition, the implementation of the CRM system has allowed the company to centralized it operation, in terms of recording and sharing information on a global scale which enhance the company data efficiency and data management. However, due to lack in the software capabilities and end user knowledge, few problems are identified and how it affect in the system efficiency. Note: The company name used in this paper is a pseudo in which due to privacy and confidential reason practice by the company interviewed, the real name of the company has been agreed to be disclosed to respect the company wishes. Keywords Data Management - Process Innovation - Recruitment - Operation Management Introduction Peter Drucker, a writer and a......

Words: 5360 - Pages: 22

Premium Essay

Defination of Crm

...CRM is an acronym that stands for Customer Relationship Management. It describes the strategy that a company uses to handle customer interactions. One example of a common CRM strategy is the rewards card program offered by many supermarkets. The store gives its customers a free card that gives them access to special deals and discounts when they swipe the card during checkout. But that card also tracks everything the customer buys and allows the store to create an extremely detailed customer profile based on his or her purchasing habits. Armed with that information, the store can then offer its customers targeted coupons and other programs that will motivate its customers to buy more products from that store. Many CRM software and/or service packages exist to help companies manage the customer relationship process. In fact, salespeople tend to think of these computer programs as the be-all and end-all of CRM. But CRM has existed for much longer than the computer – in fact, it has been around in one form or another for as long as people have been buying and selling. Computers have greatly enhanced the customer relationship management process because the key to a good CRM is uncovering and storing information about customers. The more a company knows about its customers, the better it can manage those relationships – as in the above example of supermarket rewards cards. CRM software can help by storing all this information in an easy-access format. With a typical CRM program...

Words: 632 - Pages: 3

Premium Essay

Crm Case

...was time to implement a comprehensive CRM strategy with integrated technology specific to the needs of their financial divisions (both the mutual fund and the asset management sides). The three companies under the umbrella of Mashkin shared the same objectives for their new CRM approach: 1. To provide superior service to customers in addition to the benefit of the core product; 2. To identify, focus on and retain key customers; 3. To develop customer’s profiles; and 4. To improve managerial decisions and workflow. The desired (and expected) outcome of the new strategic approach, which included the internal reorganization of the use of resources, was increased productivity through faster access to comprehensive client records; faster response to customer needs; better reporting and analytical capabilities; reducing duplication of efforts; and gaining data manipulation capabilities. THE CRM PROJECT In order to deal with the complex issues of identification and implementation of the appropriate CRM program, a CRM taskforce was formed consisting of managerial level employees. While large firms have the resources required to buy comprehensive custom systems, smaller firms are often forced to use low cost, off-the-shelf products, modify products developed for other firms, or build a system in-house; and in Mashkin’s situation, budgetary constraints prohibited the outright purchase of a fully integrated custom system. An outside CRM consultant was hired to assist in......

Words: 3209 - Pages: 13

Premium Essay

Crm Highlight

...four major perspectives on CRM: strategic, operational, analytical and collaborative several common misunderstandings about CRM a definition of CRM the six constituencies having an interest in CRM how important CRM issues vary across industries five generic models of CRM. Introduction The expression customer relationship management (CRM) has only been in use since the early 1990s. Since then there have been many attempts to define the domain of CRM, a number of which appear in Table 1.1. As a relatively immature business or organizational practice, a consensus has not yet emerged about what counts as CRM. Even the meaning of the three-letter acronym CRM is contested. For example, although most people would understand that CRM means customer relationship management, others have used the acronym to mean customer relationship marketing.1 Information technology (IT) companies have tended to use the term CRM to describe the software applications that automate the marketing, selling and service functions of businesses. This equates CRM with technology. Although the market for CRM software is now populated with many players, it started in 1993 when Tom Siebel founded Siebel Systems Inc. Use of the term CRM can be traced back to that period. Forrester, the technology research organization, estimates that worldwide spending on CRM technologies will reach US$11 billion per annum by 2010.2 Others with a managerial rather than technological emphasis, claim that CRM is a disciplined......

Words: 8031 - Pages: 33

Premium Essay

Mashkin Crm

...ensure our profitability. Using CRM we can manage how we get customers, keep them, and service them. First, we should identify and prioritize our CRM needs, both short-term and long-term. We should also consider how our tactics fit into the larger, more strategic long-term program. Through social listening, we can find out more about the customer. Engaging the customer is very important. By analyzing and applying analytics to develop profiles of participants, we can group them and target the groups. We should identify/ differentiate the customer to ensure that we are providing services to reach their needs. Also, we need to make sure we are responsive. Furthermore, we must have a quality IT infrastructure and provide proper training to ensure the CRM project is successful. (2) When implementing CRM at Mashkin, files were transferred without chronology. This made users even more inefficient than before. Mashkin provided no structure to ensure employees completed their training, and training was only a few minutes long. In addition, financial advisors and sales people still preferred to use their old technologies. The IT department was only asked to support Mashkin’s business needs and not the customers’ business needs. I believe this was a huge reason for the failure. Having a solid IT system as part of the CRM strategy would have helped increase efficiency. Also, the structure also should have been updated to support the CRM implementation. If Mashkin......

Words: 577 - Pages: 3

Premium Essay

Introduction to Crm

...Part 1 – Introduction to CRM CRM basically stands for Customer Relationship Management. It entails all aspects of interaction that a company has with its customers, whether it is in sales or service-related. Hence, CRM provides the business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up-sell more effectively, close deals, retain current customers and to better understand who your customers are. The main purpose of CRM is generally to provide a better service to your customers. Though, CRM not only improves the service to your customers but a good CRM capability will also reduce costs, wastage, and complaints. In addition, CRM enables instant market research as well as opening the lines of communications with your customers that will give you a direct constant market reaction to your products, services and performance, far better than any market survey. The strongest feature of CRM is that it is very cost-effective. The advantage of decently implemented CRM system is that there is very less need of paper and manual work which requires lesser staff to manage and lesser resources to deal with. The technologies used in implementing a CRM system are also very cheap and smooth as compared to the traditional way of business. Furthermore, it is not only used to deal with the existing customers but is also useful in acquiring new customers. And by efficiently dealing with all the customers and providing......

Words: 702 - Pages: 3

Premium Essay

Crm in Hotels

...CRM IN HOTEL INDUSTRY WELCOMGROUP MAURYA SHERATON Customer Service is now more fashionably called Customer Relation Management. ITC Maurya Sheraton has been following an unstructured form of CRM with a narrow focus of serving the customer well and in a most efficient manner. The concept of Customer Relationship Management has a broader focus of not only serving the customer but also creating the customer and retaining him for measurable and substantial returns. CRM is a vast subject where the concept of one to one marketing is supported by Database Marketing. MAURYA SHERATON DEFINES CRM AS “Customer Relationship Management is a process of managing customer relations in an organized way”. They aim at managing “each moment of truth” that is experienced by the customer. According to Mr Hariharan there are various contact points where the hotel comes in direct contact with the customer which are known as ‘Touch points’ in the CRM language. These touch points are considered important as there is direct interaction with the customer and they provide valuable input to the hotel. The input provided by the customer has to be captured in such a way that it becomes information and can be used by various processes within the hotel. This can be done with the help of technology and the aim is that whenever there is a customer interface with any of FIELD PROJECT CRM IN HOTEL INDUSTRY those processes they are able to use that......

Words: 7278 - Pages: 30

Premium Essay


...Introduction Agora SA is a polish media company which is into all fields of Media like radio, Print, Advertizing and Internet protocol. Under the able leadership of Rapaczynski the company was progressing enormously well in the new Democratic Poland. The company was facing new competition and new norms in the country as its economy started growing widely. The company started to feel the voids that are the challenges associated with the new emerging market of Poland. Problem of the company Fakt was introduced in 2003 and became the biggest competitor for the Gazeta, The launch and advertisements of fakt were well planned. It took over the circulation of Gazeta which was the leader in the daily newspaper market till date in the increasing competition in the emerging market of Poland. The Fakt remains the market leader with a 525,438 sold a day. As one of the measures to increase sales, Agora was planning to launch its new variant in the tabloid market to counter the sales of Super Express. But, Super Express came up for sale in late 2005. This led to a dilemma of buying Super Express or Introduce the new tabloid or to differentiate its products. Media Industry in Poland. The Polish media industry is one of the most attractive media markets in Europe. With its strong economic growth, large and growing urban population and high literacy rates, Poland is one of the most exciting destinations for investment in the media segment. This......

Words: 1641 - Pages: 7

Premium Essay

Crm at Dell

...Dell’s CRM effort INTRODUCTION The computer industry encompasses computer software, computer hardware, as well as the production of computer components, assembly, logistics distribution, sales, marketing, and the provision of information technology services. Dell is in the business of manufacturing computers and servers. Its competitors are Hewlett Packard/Compaq, IBM, Apple and Gateway. The new trend in the computer industry is to become a virtual corporation and Dell is leading the way. According to Dedrick and Kraemer (2006), “Dell is aiming to combine the cost advantages of horizontal specialization with close coordination of vertical integration.” In the early 1990’s, Dell shifted gears and tried to distribute its products through retail outlets, later realizing how unprofitable this approach was. It decided to focus on improving customer service and support by allowing customers to place and custom configure orders directly. This resulted in a unique strategy, synonymous with Dell, customization. Nearly one out of five standards-based computer systems sold in the world today is a Dell. Dell has one simple concept: to sell computer systems directly to customers. Dell’s customers are global wide and range from individuals, small businesses, large businesses, and institutional organizations, such as schools and hospitals. The mission statement for Dell is “to be the most successful computer company in the world at delivering the best customer experience.” Since......

Words: 2596 - Pages: 11

Premium Essay

Crm Presentation

...Customer Relationship Management (CRM) Services, Support, Sales, Marketing Jasim January 2016 Table of Contents Section 1 What is CRM Section 2 CRM in Telecom Business Section 3 Table of Content CRM within IT Landscape Section 4 CRM Data Source Section 5 CRM and Business Strategy Section 6 CRM and Organization Section 7 CRM as A Differentiator Section 8 Current Telecom Challenges Section 9 Current and Decision Making What is CRM ? “(CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.” “Customer Relationship Management – in short CRM - is a customer-oriented strategy. The company and its processes are customeroriented. The aim is to increase customer satisfaction and long-term customer loyalty to the company. This can be achieved by an individual customer care.” Source: SearchCRM Source: SmartCRM A management philosophy according to which a company’s goals can be best achieved through identification and satisfaction of the customers' stated and unstated needs and wants. Source: BusinessDictionary What is CRM ? Customer Service Sales Marketing Customer Support CRM in Telecom Business  Telecom operators are......

Words: 1319 - Pages: 6

Premium Essay

Crm Project

...Section: __________ Project Description The objective of this individual project is for you to learn about CRM and understand the use and benefits of CRM technology in sales 1. In Blackboard, you have several resources available to you. Take advantage of them. Some are short videos on YouTube; others are websites on specific CRM technology companies. If you are on campus, you can also visit RB 170 (Ryder Building) when it is not occupied with a course, and log into the most popular web-based software application (cloud-based), Salesforce. 2. Please answer the questions at the end of this document. Submit in Blackboard. Assignment Deliverables READ CAREFULLY - You will turn in one (1) Word or PDF document using this file as your template. This is an individual assignment. Please follow this template and type your name and ID on each page in the header. Then simply type your response in the space provided below each question. Follow these guidelines: * The answers should be based on the information you have researched and gathered. * This is a professional paper. Proofread and spell check before submitting. Format should be professional. We sell even in written form! I am not a mind reader so use complete, clear and descriptive sentences. Use as much space as you need but don’t ramble. * Make sure you include the list of links used for reference below. Links of three websites used for references: 1.......

Words: 634 - Pages: 3

Premium Essay

Crm of Microsoft

...Microsoft Dynamics CRM 4.0 User’s Guide i Microsoft Dynamics CRM 4.0 User’s Guide Copyright Information in this document, including URL and other Internet Web site references, is subject to change without notice. Unless otherwise noted, the companies, organizations, products, domain names, e-mail addresses, logos, people, places, and events depicted in examples herein are fictitious. No association with any real company, organization, product, domain name, e-mail address, logo, person, place, or event is intended or should be inferred. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. As the software licensee, you may make reasonable customizations to the software online help documentation for your internal use only. You are solely responsible for and bear any and all liability relating to any customizations you make. This includes any adverse effect that your customizations have on any functionality of the licensed software, the software documentation itself or otherwise relating to use of your customizations. Please note that installing software upgrades may rewrite customized online help files. Microsoft may...

Words: 193152 - Pages: 773

Hajimete no Gal | Confronta | Dan Trachtenberg