CRM at Minitex Essay

CRM stands for guest Relationship Management. It is a strategy utilize to learn more closely clients ask and behaviors in order to engender stronger affinitys with them. It plays an important role in understanding clients needs by gathering the information about the customers that helps in marketing and merchandising the companys products. With an effective Customer Relationship Management strategy, an physical composition throw out increase revenues by providing better work and selling products effectively what the customers want. CRM is the key to better customer services. Through CRM, it is possible to discover radical customers and retain the exist 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(prenominal) look at how the information can be saved and how serviceable it can be. (Wailgum, 2007) Minitex is a company that sells its products which master(prenominal)ly centered through finance and insurance. These 2 divisions are administered by 4 dodges namely marketing, insurance, finance and CFO. (Reddy, 2015) George withdraw is the director of gross 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 worldwide Management system that keeps embrace of the customers are the dickens binding-end systems for the insurance division. (McKeen, 2008)The main Problems at Minitex areUnprofessional Sales Calls to resembling customers because the selective information in Minitex is non modify, 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 quislingism with other section do not want to compromise existing systems. Another dra wback is its divisions have specialized system terminology. (Reddy, 2015)Figure 1 CRM relationship and Management (Mckeen, 2008)Aspects for Flow of Information in MinitexThe Customer Contacts System The Customer Contacts system was created recently by Degass boss, Jon Bettman. This system perpetrates sales people a better way to keep track of customer information. This system schedules, sales call on a periodic innovation and provides mechanisms for generating and tracking new leads and it also forms the basis on which the marketing department pays the sales peoples commissions. Real- time information on sales by product, salesperson, and region gives Bettman and his team excellent feedback on how well their centralized marketing strategies are performing. For purposes of invoicing and servicing the accounts, the Customer Contacts system also feeds data into the insurance and financing divisions systems after sales are made.The Management commercial enterprise Center System M ariella Hopkins the VP of financing, and her division funded the development of a management disdain center application. This system acts as an online customer self-service system. By this system, customers can halt statements and online financing and often can get credit clear instantly. Customer service representatives use the same basic system, with to track customer transactions and to provide customer support as needed.The Credit judicial system System Minitex is using a Credit administration system which was genuine 20 years ago. Harold Blumfen, VP of insurance is a major profit manufacturer at Minitex, he and his division uses a credit administration system to track customer billings and payments. The popular Management System Minitex uses a oecumenic management system to keep track of which products a customer has bought and what services the customer is entitled to. Both Credit Administration System and General Management System fundamentally back end systems. (McK een, 2008)Discussion Questions1. excuse how it is possible for someone at Minitex to call a customer and not bash (a) that this is a customer and (b) that this is the third time this week that they had been called. With Minitexs systems, both of these seem easy to accomplish. With the divisions not sharing the same system, they may not have the most updated information when one person is flavor up information. This would explain why an employee may call and not know that they are calling a customer. This is especially true, because some of the employees track their sustain information to their own records, thus not updating the systems. It is possible to not know that a customer has been contacted three times, because the employees use their own remembering to keep track of who they have called.2. Outline the steps that Bettman must possess in order to implement CRM at Minitex. In your plan, be trustworthy to include people, processes, and technology. To start this proces s of implementing CRM, Bettman needs to get everyone on the same page. He also needs to take leadership of his department, making net decisions based on evidence of the best choice for the entire department, whether or not everyone agrees. Bettman needs to get with Harold Blumfen and Mariella Hopkins and create unity between the two departments of things such as terminology, explaining that both divisions need to collaborate. The next step would be to get a handle on the current system, until they can obtain a new system. This needs to start by making indisputable that all information is input into the system, ensuring all employees have the most holy and up-to-date information.This will prevent blunders, and can be a major example to put in Degass furrow baptistry petitioning for a new IT system. Degas, meanwhile, will be working on his business case to give to IT, explaining that a new centralized system is needed. The system needs to be able to have a customer interface, pr ovided functionality for both divisions to input information and receive the information output connect to their department. He can show the difference of customer interaction with little and more information flow. Degas needs to get Bettman to network with IT in the request for the new system, having the main boss involved will give it more importance. Finally, with leadership and CRM at Minitex, the department will be back on track. (McKeen, 2008)ReferencesMcKeen, 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/ raise/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