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(2007, 2300 words)
The present paper discussed the value of CRM and e-CRM tools for contemporary customers and firms. The discussion shows various benefits for both business ventures such as retention, customer loyalty and increased yield. The paper highlights the contribution of marketing information system and e-marketing communication tools as the key enablers of contemporary CRM strategy.
(2007, 5000 words)
Customer relationship management has emerged as an important field in the recent years. Vodafone has been experiencing problems with high churn rates of customers and needs to improve its customer relationships. Internet has changed the face of almost all the business practices. Based on these rationale the paper attempts to establish the usefulness of internet as a marketing tool to improve Vodafone's customer relationship. The paper begins with a brief review of the company's current situation and then provides arguments based on a literature review outlining both the benefits and challenges posed by web based customer relationship management.
(2007, 2700 words)
The author walks the reader briefly through issues dictating on electronic Customer Relationship Management often known by its acronyms as eCRM, which basically is a strategy that promises to enable companies manage their interactions with customers electronically through software applications and defined procedures from the Internet platform with the view of optimising their bottom-line. The author notes that eCRM is a derivative component of Customer Relationship Management (CRM) which some experts tend not to distinguish from eCRM as the technologies and methodologies defining both concepts are interwoven and continue to broaden; and as such merit being treated as CRM. Despite the inherent relationship, differences do exist particularly in light of their evolution and weaknesses as far as their overall relevance in corporate strategy is concern in relation to the Banking, Automotive and Call-Centre industry sector, for instance. The author concludes the future of eCRM rests on its successful application, fit in corporate goals, growth of eCommerce and Internet-user base, and not the least delivery of best products and services that customers want.
(2006, 2500 words)
The paper examines the benefits of the customer relationship management (CRM) and the usefulness of data mining in banking practices. The application of the software "CRM on the Counter" in Lloyds TSB Group (LTSB) is analysed discussing its techniques in providing easy access to customer information ranging from market segmentation to personalisation.
(2006, 2500 words)
The paper examines CRM strategies used in low-cost airlines presenting an overview of the air travel market, addressing the problems of online booking, and analysing the strategies of customer relationship management in Ryanair, EasyJet and bmi baby.
(2006, 2500 words)
The paper reports on the UK bank Abbey National describing its background and history, discussing the benefits of relationship management (RM) in retail banking, highlighting the role of service quality and customer service in Abbey National, and reviewing the bank’s strategic objectives.
(2005, 4000 words)
The paper examines the evolution of relationship marketing (RM) into Customer relationship management (CRM) reviewing the theoretical background of both concepts and discussing the issues of the integration between the businesses and their customers, and the incorporation of CRM into marketing plans.
(2006, 3000 words)
The paper examines the use of information technology (IT) in customer relationship management (CRM). The causes of inefficiency in CRM policies are outlined highlighting the difficulties of CRM systems’ implementation. The potential of CRM in gaining competitive advantage is discussed touching on the current developments in CRM systems and analysing the implications of CRM for supply chain management, consumer privacy, banking services, etc.
(2006, 3000 words)
The paper reports on customer relationship management (CRM) in Denbies describing the situation in the UK wine industry, the importance of the database providing information about clients for e-marketing, the CRM cycle, the lifetime value (LTV) of customers, the issues of customer loyalty, customer profitability, etc. Recommendations are made about the CRM database implementation.
(2006, 4000 words)
The paper examines the issues of human resource management in India reviewing the problems of the workplace environment in Indian companies and reporting on the HRM and CRM practices in several companies including employee development programmes, motivation and retention programmes, CRM systems, etc.
(2006, 3000 words)
The paper examines the role of information technology (IT) in customer relationship management (CRM) reviewing academic opinions on the constituents of CRM and describing two opposite approaches to CRM, i.e. technological and non-technological. CRM definitions and attitudes towards technology within each approach are compared and discussed.
(2004, 3000 words)
The paper examines the issues of CRM discussing theoretical underpinnings and practical applications of customer management assessment (CMAT) and conducting a case study of the Lychee Company with regard to CMAT, the issues of senior management leadership, information quality incentives, process management, customer experiences, etc. Recommendations about customer retention in Lychee are given.
(2006, 1500 words)
The paper examines the issues of customer relationship management (CRM) discussing the difference between CRM and RM (relationship management), the merits and limitations of CRM, the causes of CRM failure, etc.
(2006, 600 words)
The paper reports on the customer acquisition and customer retention practices in Deutsche Bank focusing on their use of personal, transactional and non-transactional data collected in their integrated customer data profile.
(2005, 4000 words)
The paper reports on the supply chain management and customer service in AEON Credit Service describing the companys background, the methods of Easy Payment Scheme(EPS) and E-card application, the uses of telecommunication technology, the ways to maximize customer satisfaction, the benefits of a long-term customer relationship for the retailer, AEONs SWOT characteristics, etc.
(2005, 3500 words)
The paper offers a review of opinions on customer relationship management (CRM) and information value, reporting on CRM development over the past decades, the uses of customer information, CRM technology, issues of customers retaining, impacts of CRM on business strategies, etc. Examples of CRM practices in various companies are presented.
(2006, 1000 words)
This report looks at the current CRM strategy employed by one of the largest UK banks, Lloyds TSB. The report is focused at different techniques introduced by the bank in the fields of customer segmentation, market research, management of customer database and customer care program to boost its ailing customer satisfaction. The data used in this report has been extracted from authentic secondary sources. The conclusion is based on a recommendation for the bank for their future CRM positioning.
(2006, 2000 words)
The paper analyses the practices of retention management (RM) in banking industry providing definitions of customer loyalty and discussing the benefits a retention manager can bring to the bank, his strategic responsibilities, performance indicators (KPI) for customer management, etc.
(2005, 3000 words)
The following coursework gives a review about two different articles about Customer Relationship Management. It is a comparison between Mr.Bob McElwain and Lauren Keller Johnson's opinion about CRM and shows the differences and similarities (evaluation of the two authors opinion). This paper has been written for German University.
(2005, 1500 words)
This essay critically evaluates the implementation of Customer Relationship Management (CRM) systems in companies. It outlines the benefits and drawbacks of implementing CRM systems in organisations, illustrating them with examples. As eloquently put by McDonald (2000), 'There is no doubt that CRM can be a major factor in achieving competitive advantageÅbut get CRM wrong and customers leave, never to return.'
(2004, 4000 words)
The paper deals with the issues of customer relation management (CRM) illustrating it with the example of Walt Disney customer relationship strategies. The reasons for the falling attendance of Disney parks are outlined; CRM tactics and strategies are discussed, including the implications of the Disney brand, the use of technology, etc.
(2004, 4800 words)
This Msc project will discuss: Customer Behaviour towards Financial Services Company, how can the company make use of the CRM in order to create for itself a Competitive Advantage and differentiate itself from other firms. Meaning of service will be stated and how the Service Quality can be measured as several scales in the market are being used. Importance of the value of the Customer Relationship with the financial services company.
(2005, 3000 words)
The paper examines the issue of customer centrality in the strategy of a well-known tour operator. The discussion starts with the overview of the companys profile and its role in product delivery. The discussion defines tour package as predominantly service with corresponding quality dimensions. Hence, customer centrality is reviewed from the service marketing perspective, where customer expectations and satisfaction are the key criteria for evaluation. The paper evaluates the customer centrality against several points: Servicescape, responsiveness, customization and flexibility.
(2004, 5000 words)
This report analyses Customer Relationship Management at Eircell Vodafone, Ireland's leading mobile phone operator. Report starts with definition of CRM, CRM in Telecommunications industry, analyses the importance of Customer Relationship Management for mobile phone operators and presents extensive analysis of Customer Relationship Management at Eircell Vodafone.
(2004, 4000 words)
The overall aim of the following report is to establish the link in between the CRM and customer segmentation in order to highlight the dependency or effect of the concepts on one another as well as spectrum of potential benefits for an organisation using both paradigms in parallel.
(2004, 5000 words)
This report analyses the concept of Customer Relationship Management (CRM), how it can improve company's ability to be successful and how CRM should be implemented; current use of CRM; evolution of Customer Relationship Management (CRM) in the past years and its business drivers. Providers of Customer Relationship Management (CRM) are analysed and assessed. Several companies, which have already implemented CRM and discussed and conclusions are drawn.
(2003, 1500 words)
This paper aims to analyse the Customer Relationship Management (CRM) strategy in Ford (UK). Paper starts by the introduction into Customer relationship management and issues involved in it, theory Vs practice perspective of CRM. Ford's CRM strategy will be discussed by using several important questions: has the organisation managed to implement CRM? Which are the components of the CRM process? What are the capabilities deployed to facilitate CRM implementation? By addressing these central issues and questions, this paper shall provide an illustration of Ford's CRM strategy.
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