BUSINESS PROCESS DESIGN

Business Process Design



Business Process Design

Business Process

Customer retention and loyalty has become a nightmare to many organizations, and organizations are now involved in what can be termed "a relationship competition" between organizations and their clients, as customers can switch from one product to the other at the click of the computer mouse. In order to counter this phenomenon, organizations are investing heavily in technologies enabling a customer-focused relationship marketing strategy. With tremendous growth in e-business and web-based services, organizations are therefore shifting to an Internet based customer relationship management, hence the birth of electronic customer relationship management (E-CRM).

With the dynamic nature of the global business environment and increasing competitive pressure, organizations are shifting from product-focused strategy to consumer-focused strategy. With the advent of Internet, consumers are becoming more knowledgeable and more aware of the various opportunities available to them. The Internet has provided easy access to new products and access to more options leading to an expanded competitive advantage for the consumers, greatly enhancing their choices, value and pricing flexibilities in many cases.

Being the product manager of the lipstick product line of my company, I need to make sure that the sales through the web continues to boost up as it did in the first go after the promotion and launch of the product. In order to do that, i have designed a process which will fulfill all the requirements to enhance the online sales and retain customers.

I have decided to implement an automated system for the sales department by using the CRM. CRM which means Customer Relationship Management is a strategy or method in business to find, acquire, nurture, and retain customers through ceaseless communications and analysis of customer's patterns, behaviors, and transactions.

Customer relationship management (CRM) traditionally focuses on managing business-to- customer relationships. It is defined as "the ...