Th Customer Relationship Management.pptx

A presentation on customer relationship management

1. Student Name Course Institution Instructor’s Name Date Customer Relationship Management

2. Customer Relationship Management Introduction CRM helps streamline company operations for efficiency and effectiveness It involves all the activities, technologies, and relevant strategies to manage their engagements with their customers . CRM helps establish and maintain good customer relationships

3. Part One Company Background Boost My Business is a company dedicated to providing customer service consultancy and helping companies to retain their customers and enhance their service policies and actions Operational for ten years and has progressively grown to better its services. Owned by Veronica and has a strong team with diverse business expertise to handle company operations The company’s mission is “to help clients make distinctive, long-term, and significant improvements in their business performance by enhancing their customer relationship."

4. Part One Six Key Components of Organizations Customer Service Environment Customer Experience- customer to have an experience that promotes trust and a feeling of care from the concerned party over the issue Friendliness- A friendly and reserved attitude is crucial in promoting customer engagement Promptness- speedy response to inquiries and quick resolution of customer issues. Listening- Good listening is essential in identifying customer needs and knowing what the market needs. Serving- Striving to give the customers what they may not get elsewhere is a considerable incentive to keep them in the company Understanding- A good understanding of your customers helps in anticipating their needs .

5. Part One Sprint’s Service Breakdown Sprint Corporation merged It also invested in the 4G technology with T-Mobile The 4G technology operated on WiMAX , which essentially was the Betamax of the 4G network. They operated Betamax of the 4G network while others preferred the LTE version for their 4G

6. Part Two Communication Strategies to Address Customer Concerns in Sprint Company Receptive To Customer Feedback- The company launched a new promotion featuring Hesse , emphasizing a swifter path to customer service . Evaluating Cross-Channel Behavior- The company implemented customer segmentation and analysis of the customer experience. Revamping Customer Care- Use of Twitter channel and networking community. This enhances open conversation. Proactive Sprint’s Service- Use of mobile channel i.e. Sprint sends weekly reminders to more than 300,000 mobile numbers of its clients Trust in the Sprint’s Customer Service- Trust helps reduce customer concerns and boost confidence on the company Efficacy of the Communication Strategies- There is need for company to be proactive and receptive in its approach to reduce complaints.

7. Part Three Current Company’s CRM The company currently uses Merced Systems’ Sales Performance Management solutions. Merced System's performance management solutions aid drive sales efficiency, more client experience. Besides, it helps improve working efficacy across different vertical businesses

8. Recommendations Address the Problem- Prolonging the solutions to the problems loses the customer's trust in the company, which would lead to them opting for other companies. Customers Follow Up- The company should be able to follow up on the customer to ascertain their satisfaction with the service Training of Employees- For a consistent use of the CRM functionalities, there should be enough training for the company employees. Stop using CRM as a Standalone System for Sales Automation- There is a need to utilize the CRM to incorporate other departments other than sales only Simplify CRM Use for both Internal Customers and Employees- Sprint Company must customize its CRM to suit the needs of its employees and customers.

9. Conclusion Customer relationship management is crucial for companies to manage their customers and the customers. With the proper administration of the CRM, companies can streamline their processes, enhance client relationships, boost their sales, and increase earnings. Sprint Corporation has faced challenges successfully interacting with its customers and addressing their concerns. Their recent merger with T-Mobile has undermined their customer satisfaction. The Boost My Business consultancy firm's evaluation reveals the need for an improvement in customer engagement to boost confidence in the firm . The company's CRM should adopt the relevant measures recommended to address customer piling concerns effectively.

10. Reference Cooper, S. (2018). FSF Reply Comments–T-Mobile US, Inc., and Sprint Corporation Merger. Leninkumar , V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty.  International Journal of Academic Research in Business and Social Sciences ,  7 (4), 450-465. Sprint Corporation ( n.d ). Complaints department . https://www.complaintsdepartment.com/