Customer Service
CRM at Minitex
CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ' needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy, an organization can increase revenues by providing better services and selling products effectively what the customers want. CRM is the key to better customer services. Through CRM, it is possible to discover new customers and retain the existing ones. For it to function effectively, it is of importance for the organization to understand about their customers, their needs and develop a strategy to meet those needs. Therefore, an organization must look at how the information can be saved and how useful it can be. (Wailgum, 2007)
Minitex is a company that sells its products which mainly centered through finance and insurance. These 2 divisions are administered by 4 systems namely marketing, insurance, finance and CFO. (Reddy, 2015) George Degas is the director of sales at Minitex. Harold Blufmen is the VP of insurance division and Mariella Hopkins head of the finance division. It consists of the administration system that works on the billing and payments of the customers, a General Management system that keeps track of the customers are the two back-end systems for the insurance division. (McKeen, 2008)
The main Problems at Minitex are:
Unprofessional Sales Calls to same customers because the data in Minitex is not centralized, so as the Sales people cannot keep track of customer information with current systems.
Mariella Hopkins, VP of the finance who is IT enthusiast is open to collaboration with other department do not want to compromise existing systems.
Another drawback is its divisions have specialized system terminology. (Reddy, 2015)
CRM stands for Customer Relationship Management. It is a strategy used to learn more about customers ' needs and behaviors in order to develop stronger relationships with them. It plays an important role in understanding customer’s needs by gathering the information about the customers that helps in marketing and selling the company’s products. With an effective Customer Relationship Management strategy, an organization can increase revenues by providing better services and selling products effectively what the customers want. CRM is the key to better customer services. Through CRM, it is possible to discover new customers and retain the existing ones. For it to function effectively, it is of importance for the organization to understand about their customers, their needs and develop a strategy to meet those needs. Therefore, an organization must look at how the information can be saved and how useful it can be. (Wailgum, 2007)
Minitex is a company that sells its products which mainly centered through finance and insurance. These 2 divisions are administered by 4 systems namely marketing, insurance, finance and CFO. (Reddy, 2015) George Degas is the director of sales at Minitex. Harold Blufmen is the VP of insurance division and Mariella Hopkins head of the finance division. It consists of the administration system that works on the billing and payments of the customers, a General Management system that keeps track of the customers are the two back-end systems for the insurance division. (McKeen, 2008)
The main Problems at Minitex are:
Unprofessional Sales Calls to same customers because the data in Minitex is not centralized, so as the Sales people cannot keep track of customer information with current systems.
Mariella Hopkins, VP of the finance who is IT enthusiast is open to collaboration with other department do not want to compromise existing systems.
Another drawback is its divisions have specialized system terminology. (Reddy, 2015)
References: McKeen, J. D., & Smith, H. (2008). IT strategy: Issues and Practices (2 nd Ed) Reddy, A. (2015, February 12). Crm at Minitrex. Retrieved March 30, 2015, from http://www.papercamp.com/essay/147554/Crm-At-Minitrex Wailgum, T. (2007, March 6). CRM Definition and Solutions. Retrieved March 30, 2015, from http://www.cio.com/article/2439505/customer-relationship-management/crm-definition-and-solutions.html