CRM at Minitex Essay

CRM stands for node Relationship heed. It is a strategy used to peck to a greater extent about guests c totally for and behaviors in order to develop stronger relationships with them. It plays an grievous role in understanding customers take by gathering the randomness about the customers that helps in trade and selling the bon tons products. With an effective Customer Relationship solicitude strategy, an organization rotter increase revenues by providing better services and selling products effectively what the customers want. CRM is the find to better customer services. Through CRM, it is doable to discover new customers and conceal 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 present at how the information displace be saved and how useful it can be. (Wailgum, 2007) Minitex is a company that sell s its products which mainly affectionatenessed through finance and insurance policy. These 2 divisions be administered by 4 schemes namely marketing, insurance, finance and CFO. (Reddy, 2015) George Degas is the coach of gross revenue at Minitex. Harold Blufmen is the VP of insurance division and Mariella Hopkins head of the finance division. It consists of the presidential term system that works on the billing and payments of the customers, a General focal point system that bear ons overlay of the customers are the two back-end systems for the insurance division. (McKeen, 2008)The main Problems at Minitex areUnprofessional Sales Calls to same customers because the data in Minitex is non centralized, so as the Sales mickle can non 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(prenominal) drawback is its di visions have specialized system terminology. (Reddy, 2015)Figure 1 CRM relationship and Management (Mckeen, 2008)Aspects for Flow of Information in MinitexThe Customer Contacts schema The Customer Contacts system was created recently by Degass boss, Jon Bettman. This system gives sales people a better way to keep track of customer information. This system schedules,sales call on a periodic basis and provides mechanisms for generating and introduce 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 Business condense System Mariella Hopkins the VP of financing, and her division funded the development of a focal point business center application. This system acts as an online customer self-service system. By this system, customers can line up statements and online financing and often can condense credit approved instantly. Customer service representatives use the same basic system, with to track customer transactions and to provide customer support as needed.The Credit Administration System Minitex is using a Credit administration system which was developed 20 years ago. Harold Blumfen, VP of insurance is a major profit maker at Minitex, he and his division uses a credit administration system to track customer billings and payments. The General Management System Minitex uses a general 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. (McKeen, 2008)Discussion Questions1. Explain how it is possible for someone at Minitex to call a customer and not lie with (a) that this is a customer and (b) that this is the third time this week that they had been called. With Minitexs systems, two 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 looking up information. This would explain why an employee may call and not roll in the hay that they are calling a customer. This is especially true, because some of the employees track their own 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 memory to keep track of who they have called.2. Outline the steps that Bettman must take in order to implement CRM at Minitex. In your plan, be sure to accommodatepeople, processes, and technology. To start this process of implementing CRM, Bettman needs to get ever yone on the same page. He also needs to take leadership of his department, making final decisions establish 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(prenominal) as terminology, explaining that two 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 sure that all information is input into the system, ensuring all employees have the most accurate and street smart information.This will prevent blunders, and can be a major sample to put in Degass business parapraxis 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, but functionality for both division s to input information and receive the information output related to their department. He can show the difference of customer interaction with less and much information flow. Degas needs to get Bettman to network with IT in the invite 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/essay/147554/Crm-At-Minitrex Wailgum, T. (2007, March 6). CRM interpretation and Solutions. Retrieved March 30, 2015, from http//www.cio.com/article/2439505/customer-relationship-management/crm-definition-and-solutions.html