Customer & Client Relationship Management essay

Download this essay in word format (.doc)

Note: Sample below may appear distorted but all corresponding word document files contain proper formatting

Excerpt from essay:

Lastly differentiating on the extent of experience our customers have had with Internet-based software is useful in defining how much extra time is necessary for software application training.

Discuss your efforts to create customer intimacy.

As our company relies intensively on long-term relationships with customers, taking a very active approach to creating customer intimacy is critical to our business. Our approach is to first concentrate on total accountability for our software by having our CEO visit each and every customer just after an installation to show a high degree of support and accountability. Next, we offer each customer the opportunity to join a customer advisory council specific to their industry and special interests. At present there are three customer advisory councils which give customers an opportunity to discuss their concerns, interested in new product ideas and see what is presently in development.

How will you customize your offering for particular customers?

Our software is highly customizable to the needs of our customers, and we use a variety of software applications to make them highly usable by them. First, we can define what type of interface the customer wants on the software, from very simple and easy to use, to very complex and full of options. Second, our software is designed in modules, and customers and mix and match these modular components to design the specific system they want. All of these aspects of our software are integrated together by our professional services teams.

How do you identify key customers?

Our company looks at the potential share-of-customer for software solutions in specific channel management and customer relationship management areas of their companies, and then works with customers to see how we can provide them with more software in these areas. We look for the unmet needs customers have in their own customer-facing process areas and their channel management challenges as well. In short, we look at those companies with the largest distribution networks and customer relationship management programs and then attempt to show how our software can meet many more of their needs than is happening today.

Discuss your place in the customer data revolution.

Our company relies extensively on data mining to gain insights into how our customers make decisions using our software, so we can create more effective and relevant applications for them. Second, we use data extensively to plan our Google AdWords and online campaigns including our broader Internet strategies. Third, data is used for better defining the unmet needs of customers and educational strategies aimed at increasing our value to them over the long-term.

How do you use event-oriented prospecting?

Trade shows are the most effective form of event-oriented prospecting our company uses as it gives our sales force an opportunity to directly interact with prospects and see what their unmet needs and requirements are. Event-based prospecting through tradeshows also gives our sales force an opportunity to demonstrate our software to show prospects the extent of our functionality as well. Thirdly, the use of event-oriented prospecting is excellent for gaining insights into what customers need, and we often send engineers to these events to interact with prospects and determine what unmet needs we need to include in future application development.

Discuss your customer collaboration strategy.

As our company is based on delivering customized software for channel management and CRM strategies to manufacturers, there is an intensive level of collaboration required with customers to get to our systems installed and integrated to their existing systems. Our approach to collaboration also concentrates on creating electronic means of sharing status updates on project milestones, including the use of Microsoft SharePoint portals that are password-protected yet accessible by our own project managers and customers' project managers as well. Lastly our collaborations strategy also concentrates on creating open lines of communication with customers through frequent use of e-mail, conference calls and frequent on-site visits.

Explain your use of customer service representatives (CSR's).

As the skill set of CSRs is very valuable, our strategy is to focus on aligning hem with the most critical needs-based areas of service and support, and give them the opportunity to gain a very high level of mastery for the specific areas. Second, CSRs are assigned to larger accounts as the primary second-tier support specialists[continue]

Cite This Essay:

"Customer & Client Relationship Management" (2008, November 22) Retrieved December 9, 2016, from

"Customer & Client Relationship Management" 22 November 2008. Web.9 December. 2016. <>

"Customer & Client Relationship Management", 22 November 2008, Accessed.9 December. 2016,

Other Documents Pertaining To This Topic

  • Branding New Service Dominant Logic

    Branding in Service Markets Amp Aim And Objectives Themes for AMP Characteristics Composing Branding Concept Branding Evolution S-D Logic and Service Markets Branding Challenges in Service Markets Considerations for Effective Service Branding Categories and Themes Branding Theory Evolution S-D Logic and Service Markets Branding Challenges in Service Markets Considerations for Effective Service Branding Branding Concept Characteristics Characteristics Composing Branding Concept Sampling of Studies Reviewed Evolution of Branding Theory Evolution of Marketing Service-Brand-Relationship-Value Triangle Brand Identity, Position & Image Just as marketing increasingly influences most aspects of the consumer's lives, brands

  • Social Business and Retailer Using contemporary illustrative examples from academic literature and reputable business publications, discuss the concept of "Social Business" and the resultant opportunity and challenges that are currently being faced by the retail industry globally. Concept of Social Business Concept of Social Business with Retailers Social Media and Retailing Best Practices in Administering Social Media There is a growing body of research that confirms that companies of all sizes and types can realize a wide array

  • Verizon Wireless the Following Pages

    The current licenses spectrum of Verizon and future ones that are expected to be acquired include: 45 MHz of spectrum, a weighted average of 39.8 MHz, a weighted average of 38.1 MHz, and a weighted average of 34.2 MHz. Combined with the company's CDMA technology, these spectrum licenses are expected to grant the company significant competitive advantage. This situation will further lead to a better anticipation of demand increase

  • Small Computer Systems Proposed Research

    According to Paul B. Mckimmy (2003), "The first consideration of wireless technology is bandwidth. 802.11b (one of four existing wireless Ethernet standards) is currently the most available and affordable specification. It allows a maximum of 11 megabits per second (Mbps)" (p. 111); the author adds that wired Ethernet LANs are typically 10 or 100 Mbps. In 1997, when the IEEE 802.11 standard was first ratified, wireless LANs were incompatible and

Read Full Essay
Copyright 2016 . All Rights Reserved