Q1 - Your MD realised the value of having an effective customer relationship man

Question

Q1 - Your MD realised the value of having an effective customer relationship management (CRM) system that can provide a single, detailed view of the customers and has improved management reporting and forecasting capabilities. He has appointed you as the manager to oversee the development and deployment of this CRM system.

a)In your first project meeting, brief your team members on the CRM project’s principles in order for them to understand your high expectation. Devise this organizing principle that you would use as a framework to plan your project. (10 Marks)

b) As you go about to create a cohesive project team, you need to be aware of certain tradeoffs that you have to make between achieving group consensus and group innovation and creativity. Propose and formalize a framework that you can take to promote group innovation required for the project without harming team cohesion. (20 marks)

Explanation / Answer

First Of all, I will tell you the importance of Customer Relationship Management:-

-The customer relationship is the strongest and the most effective approach to maintaining the relationship with customers.
-customer relationship is not the only business in another world I will say it is the strong and personal bonding between the customer and your business.
-The bonding grows the business to the new level.
-Once The customer relation is built then it will be very easy for our organization or business to identify the needs of the customer and also full-fill that needs and grow our business to the new level.
-many of the organization and also business companies work on some tool that builds the relationship with the customer.
-because after building the strong and personal relationship with the customer it will be easy to find which services are demanded by the customer.
Now I will tell you if I am selected as Manager for CRM Then How I will Satisfy the Organizations needs:-
----->First of all, I will tell employees about the importance of CRM and how to make relation with customers.
------>Also, I will tell them about the benefits of the CRM so this way they will realize the importance of CRM
------>points that will be like if we focus on CRM then The points to be like The CRM has a great historical point of view in that it contains the detailed information about the customer like each and every small point about the customer so this way we can find the customers needs.
------>customers, response-if we focus on CRM then we can identify the response from the customer and also imagine the growth of the business or organization.
------>I will also guide them about what are the different types of customers and how to deal with them like need-based customers, some like discount customers, loyal customers, these are the same types of customers.
------>in this, the loyal customers are less than other customers but the sell done by this customers are high and also they believe good quality and service.the loyal customers want the quick and individual responses from the suppliers and also they give respect to the suppliers.
------>in this list some are discount customers these are the frequent customers they are the part only when the discount has been given or we can say if any discount facility will come then only they will be part of the business.
------>this type of customers is also needed they also promote our organization brand to the new level.
after all these points I will guide them how to work in CRM In Following Way:-
------>first, gather all the information about the customer from the database.
------>then give a reminder to the marketers about how to do the marketing about the brand so this way customer will get the information about the product.
------>again some actions like sending email to the customer or by sending msg to the customers like this way marketers will work.
------>then again record all these data about phone calls msgs and marketing information about customers.
------>then find the suitable rate and product to the customer and then purchase them this is the small workflow of CRM.

Now Answering To Your Second Question:-
------>in every organization, there is that situation comes when we have to work on the project.
------->There are following ways that we can build a cohesive project Team
------->set The Target.: First thing about any project is that set the target what is the main target of the project so this will be clear always.because if the members don't know what they are doing and for what so they will not work properly.so the target should be clear.
------->bonding: To work in a team the most common factor required is the bonding between the team members if the bonding between the team is good enough then they can achieve any kind of target.
------->team practice:-before actually work do the practice with team member so this will generate the bonding as well as members also get some information about the project and this will also help to each other on there strength as well as weaknesses.
------->effective Communication: the team should not be cohesive if there is negative communication so the communication should always be positive.so it is required the communication should be clear and effective and clear instructions about the goal.
------->take feedback and get feedback: Always remember that to give the feedback and take the feedback from work.not only about the individual as well as a team.
------->also, you should ask about your work because we are part of the team so the team members are also happy about your work and this is the very important part of the team's success.
------->Enjoy The success:-After completing the target Enjoy the success.after achieving the success at the time from beginning to the end then you should celebrate the success.
I hope You understood all points thank you.

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