Understanding Customer Relationship Management in Your Business Strategy

Customer relationship management (CRM) and CRM systems within the context of business strategy.

Summarize: organization name, primary customer base, and how they differentiate themselves in the market.  Avoid organizations that primarily provide services, such as financial service firms, insurance firms, and the like.

1. In what ways would your organization use its CRM to gain insight into customers’ needs, wants, and behaviors in order to serve them better?
2. Consider the value of Sales Force Automation, Customer Service and Support, and Marketing Campaign Management and Analysis. In what ways could your organization use its CRM system to support Sales Force Automation? In what ways could your organization use its CRM system to support Customer Service and Support? In what ways could your organization use its CRM system to support Marketing Campaign Management and Analysis? Defend and support your statements with credible sources and research.
3. What opportunities can CRM provide in terms of business strategy and goals for your organization?
4. IT Support: Within your organization, what type of IT support would you need for “front office” versus “back office” systems? Please justify your answer.
5. Three American sources
6. APA guidelines
7. At least 2 pages