Business Environment & Crm
Business environment of CRM
When a person or an organization entrusts with their investment or any kind of input then they are a “CUSTOMER”. Also the individual or the organization is customer of some individual or an organization. Now managing the relationship between these two parties is known as customer relationship management. Few examples to state would be:
Tourist and government
People and government
Consumer and corporate
The business environment affecting these two parties is of importance to us. The analysis of the environment can be done in areas such as:
• Legal/Political
• Ethical
• Economic
• Competitive
• Socio-cultural
Legal/Political
The laws made by the government to protect the interest of the consumer. These laws are greatly affected by the political scenario of the country. The major domains are:
• current legislation
• future legislation
• international legislation
• regulatory bodies and processes
• government policies
• government term and change
• trading policies
• funding & grants
• initiatives
A few examples from the Indian perspective are:
• Example: Tobacco and liquor advertisements are banned in India. So the companies look for other merchandise to promote their brand.
• Example: Department of Telecommunication (DoT) is very effective in keeping a check on the service providers. They have very strict rules on Do Not Disturb services. Moreover they can impose the tariff restrictions on any connection.
• Example: Credit card frauds are a big nuisance to the customers as well as banks, thus government laws play a pivotal role in stopping these mishaps.
• Example: The advertisement must contain a statutory warning if it is not suitable for a particular segment of the viewers.
• Example: Distinguishing vegetarian products from the non-vegetarian product with a colored dot.
Ethics in CRM
The practices which are criticized by the society may be legal or not. Generally the companies overlook this part and are blinded with
When a person or an organization entrusts with their investment or any kind of input then they are a “CUSTOMER”. Also the individual or the organization is customer of some individual or an organization. Now managing the relationship between these two parties is known as customer relationship management. Few examples to state would be:
Tourist and government
People and government
Consumer and corporate
The business environment affecting these two parties is of importance to us. The analysis of the environment can be done in areas such as:
• Legal/Political
• Ethical
• Economic
• Competitive
• Socio-cultural
Legal/Political
The laws made by the government to protect the interest of the consumer. These laws are greatly affected by the political scenario of the country. The major domains are:
• current legislation
• future legislation
• international legislation
• regulatory bodies and processes
• government policies
• government term and change
• trading policies
• funding & grants
• initiatives
A few examples from the Indian perspective are:
• Example: Tobacco and liquor advertisements are banned in India. So the companies look for other merchandise to promote their brand.
• Example: Department of Telecommunication (DoT) is very effective in keeping a check on the service providers. They have very strict rules on Do Not Disturb services. Moreover they can impose the tariff restrictions on any connection.
• Example: Credit card frauds are a big nuisance to the customers as well as banks, thus government laws play a pivotal role in stopping these mishaps.
• Example: The advertisement must contain a statutory warning if it is not suitable for a particular segment of the viewers.
• Example: Distinguishing vegetarian products from the non-vegetarian product with a colored dot.
Ethics in CRM
The practices which are criticized by the society may be legal or not. Generally the companies overlook this part and are blinded with