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Customer Relationship Management (CRM)

C/M/2223. Customer relationship management and strategic project management at Aberdeen Business School

WORDS:
2950
DATE:
2011
PRICE:
29.99 GBP

This paper examines customer relationship management (CRM) and its relationship with strategic project management (SPM). These concepts are examined in reference to the Aberdeen Business School (ABS) and the paper aims to discuss how these concepts can develop existing student relationships. The disadvantages and advantages to introducing new structured strategic management approaches to ABS are outlined, and the paper follows with an assessment of the existing CRM strategies at ABS. A PESTEL analysis of the ABS external environment is carried out, and the three main strategies at ABS are discussed. CRM in reference to marketing, customer support, and technical support is then outlined. Programme management, performance measurement, leadership and team management are then examined. Conclusions are made regarding recommendations.

 

KEYWORDS: customer relationship management, CRM, strategic project management, SPM, Aberdeen Business School, ABS, students, strategic management, PESTEL, leadership, Programme management, performance measurement,

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