REmove plagarisam and Should be APA FORMAT

Nageswara rao Beerella

Professor Dr. Lynda Marshall

University Of The Cumberlands

Organization Leadership

And

Decision Making

08/16/2018

Abstract

Customer service is an important factor in any business setting. A good customer relation will definitely increase the potential success of any company. This paper basically analyzes two case studies that show how business relations should take place while putting into consideration the interests of the customers. We will see whether there is a possibility of customers calling yet the company does not get records of the calls. Additionally, I will outline the information that is required to improve customer service. This paper is divided into two sections since I will be taking a look to two case studies.

Section 1

Introduction

Customers should always be given the opportunity to address the problems and challenges they experience. When a customer calls and does not get a response it can turn out to be very frustrating. A company like Minitrex should put measures on how to solve this problem that amounts to poor customer relations.

1. Explain how it is possible for someone at Minitrex to call a customer and not know (a) that this is a customer and (b) that this is the third time this week that they had been called?

The sales department of the Minitrex doesn’t have access to enter data into the system and which leads to call the customer repeatedly. The insurance and finance departments don’t depend on the customer data to maintain the sales which leads to dissatisfaction of the customers. As there is no proper coordination between the departments in the organization, different departments will call the customers multiple times about a single item which frustrates or dissatisfies the customers and also sometimes the company may lose the customer. (Reid, 2015)

2. Outline the steps that Bettman must take in order to implement CRM at Minitrex. In your plan, be sure to include people, processes, and technology

Jon Bettman created a customer contact system which redesigns the data of insurance and finance departments. Harold Blufmen’s department contains the credit organization system which stores the billing and installment information of the customers and general organization system which stores the information about the items bought by the customers. Mariella Hopkins department contains the administrative business center which stores the customer’s self-management system through which the customer can get the credits automatically. Here the customer data is stored in every department independently like the bills and installments information of the customer are stored in the credit organization system, the credit are stored in the customer self-management system and etc., So here if a customer wants to buy an item he selects the product from the sales department, purchases from the self-management department, bills and installments are done in the insurance and finance department.

REFERENCES

Reid, A., & Catterall, M. (2015). Hidden data quality problems in CRM implementation. In Marketing, technology and customer commitment in the new economy (pp. 184-189). Springer, Cham. Retrieved from