Customer Relationship Management and the call centers

Type :

Research papers

Pages :

60 pages

Format :

.doc

Published date :

04/02/2009

Category :

Business & market

Sub category :

Management

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Summary :

Conceptual framework for CRM
1. What is customer relationship managementthe next generation of bpo solutions
2. CRM success factors
3. The emergency of CRM practice
4. CRM formation process
5. CRM purpose
6. CRM programs
7. Continuity marketing programs
8. One-to-one marketing
CRM and related concepts
1. Knowledge Management (KM) with focus on CRM
2. Role of CRM in the context of SCM
3. ERP and CRM
4. Regain management
5. Consumer life time value
Technology for CRM
1. Types of CRM technology
2. CRM technology components
Strategies of CRM
1. Types of strategies
2. Business processes
3. Evaluating risk factors
4. Implementation
Organizing for CRM
1. Assessing need
2. Technology
3. Does CRM really matter?
4. Employee empowerment and CRM
Call centers
1. History of call centers
2. Functionality
3. Technology
4. Who handles the calls?
CRM in call centers
1. Role of CRM in call centers
2. Features of CRM
3. ITES: The umbrella that covers call centers
4. Call dynamics
5. Essential technologies for call centers
6. Options for delivering customer service
Case study
1. Customer Relationship Management
2. IT&T
3. Zenta Technologies
4. 24/7 Customer
IBM Daksh
1. History
2. Vision: Mission values
3. Leadership team
4. CRM at IBM
5. Technology
6. Quality service offered by IBM Daksh
7. The 3 key elements of IBM Daksh Service
Wipro
1. CRM at Wipro
2. How did Wipro get into customer care?
3. CRM road map at Wipro
4. Total outsourcing services
5. Methodology
The next generation of bpo solutions
Around the clock services
Scenario
1. Current scenario
2. What is wrong with crm today?
3. Future scenario
Bibliography

Abstract

Before we begin to examine the conceptual foundations of CRM, it will be useful to define what CRM is. CRM stands for "customer relationship management." CRM is a business strategy and a collection of technologies that enable seamless coordination between sales, marketing, customer service, field support and other functions that handle customer contact for an enterprise. CRM is a comprehensive set of processes and technologies for managing the relationships with potential and current customers and business partners across marketing, sales and services regardless of the communication channel. The goal of CRM is to optimize customer and partner satisfaction, revenue and business efficiency by building the strongest possible relationships at an organizational level. Successful CRM requires a holistic approach to every relationship with the entire organization sharing and contributing to that view.

Great employees are, and always will be, the backbone of any business. But employee performance can be enhanced or hampered by the strategy company set and by the tools that company gives employees to get the job done. CRM is both a strategy and a tool. CRM is an enterprise - wide mindset, mantra and set of business processes and policies that are designed to acquire, retain and service customers. Broadly speaking, CRM includes the customer facing business processes of marketing, sales, and customer service. CRM is not a technology, though. Technology is a CRM enabler.

customer relationship management is a comprehensive approach for creating, maintaining and expanding customer relationship. Considering the word "comprehensive", CRM does not belong just to sales and marketing. It is not the sole responsibility of the customer service group. Nor is the brain-child of information technology team. While any one of these area may be the internal champion for CRM in organization, in point of fact, CRM must be a way of doing business that touches all area. When CRM is delegated to one area of organization, such as IT, customer relationship will suffer. Likewise, when an area is left out of CRM planning, the organization puts at risk the very customer relationship it seeks to maintain.