Customer Relationship Management research papers take a vast amount of time to outline and write. Here is a suggestion on how Paper Masters lays out an assignment like that.
Critique the process 3M followed in implementing the CRM/KM system. Has 3M missed anything? Would you have done anything different? What.
Really you don’t need all materials we have gone through to answer the third question.
COURSE INFORMATION
Customer Relationship Management (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 service areas regardless of the channel of distribution. This course focuses on the development and implementation of relationship marketing strategies via the use of CRM initiatives. Topics covered in the course include: relationship marketing; operational analytical, and collaborative CRM; reasons for CRM implementation failure; and the role of CRM in marketing management.
Detailed Course Description
Customer Relationship Management is an important initiative for most companies when trying to improve their relationship marketing programs. Customer Relationship Management (CRM) can be described as a comprehensive set of customer service standards and technologies for managing the relationships with potential and current customers and business partners across marketing, sales, and service areas regardless of the channel of distribution. Instead of adopting the traditional adversarial stance against customers and suppliers, many leading companies are now developing close relationships with them. They realize the power of systematically building the customer’s business as a means to adding value for end-customers, and lowering system-wide costs in the supply chain. These are done through a variety of relationship marketing programs, including customer partnering, supplier partnering, alliances and internal partnering. In this process the old functional silos are giving way to multifunctional!
In order to serve customers in a coordinated and cohesive manner; technologies, including the Internet and CRM software tools, are providing exciting opportunities to the firm to develop and manage one-to-one relationship with its customers.
Learning Outcomes: Course Objectives
1. To create insight and new learning in the area of customer relationship management.
2. To equip students with both a conceptual understanding: knowledge management that pertains to practical application of critical skills necessary for building and managing partnering relationships with customers and suppliers.
3. To discuss the conceptual foundations of relationship marketing and its implications for further knowledge development in the field of business.