Mkt case 5

Mkt case 5

Verizon

Customer relationship management has had a new turn with technology.  Some view CRM as having a call center for support, but in fact it is much more than that.  Customer relationship management is not solely calling to make sure the product or service offered was delivered correctly.  It is not being there from just nine to five, but being available whenever a customer needs to be available.  Some organizations do have twenty -four hour call support but technology has lead us into a new era of satisfaction.  There are a growing number of channels that an organization can interact with its customers  Not only does CRM enable employees to analyze data it enables them to contact and organize information outside of the company.  A true CRM system allows your sales team to work outside the company firewall, enables your customer service team to see every e-mail and phone transaction any customer as has with your company, allows your company to forecast and direct marketing efforts at the special needs of customers to better support your bottom line.  Being web-based can help any one person stay in contact effectively and efficiently. 

Being organized in such a manner can cut out the time of searching for old records or finding the person a customer may have talked to the first time they contacted the organization. The use of CRM technology is expected to boost the ability of an organization to sustain profitable customer relationships by enabling information to be integrated and shared smoothly, thus facilitating more efficient and effective firm-customer interaction, analysis of customer data, and customization of responses.  This is true for Verizon

Wireless, being a customer of this organization it is very helpful that every phone call and transaction that has taken place within the organization at any of ...