Essay on Customer Relationship Management. Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look Dec 09, · Introduction. ABC Consulting Group has been contracted by Keppel Offshore & Marine to analyze, assess and implement new customer strategies to help increase revenues and expand their customer base. Following is a detailed Customer Relationship Management Strategy (CRM), custom-designed for Keppel Offshore & Marine Company by ABC Consulting Nov 02, · Customer Relationship Management (CRM) is a type of management that is based on the wants and needs of a specific customer. It is a system that almost every company uses to manage a company’s interactions with future and current customers. Everyone who has ever gone shopping has experienced CRM. CRM involves the use of technology to organize, Estimated Reading Time: 3 mins
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Paper Types. You are free to use it as an inspiration or a source for your own work. The latter is particularly important, because Total Quality Management experts report that retaining and managing existing customer relationships is more cost effective than investing in finding and winning over new customers.
However, keeping existing customers satisfied often leads to new customer relationships via word-of-mouth advertising and a high-value perception of the company in the industry. These are key areas of focus. The company is an industry pioneer in the conversion of tankers into FPSOs. The company also specializes in building custom small ship vessels and multi-purpose support vessels for offshore oil search and production activities.
In response to extenuating circumstances in the industry such as rising oil prices, decreasing demand, declining market trends, competing speculative activity, and politically stagnant conditions in oil-producing countries, Keppel has gone through many acquisitions, name changes and restructuring efforts over the past three decades.
This has prompted the company to seek out new business sources and to reevaluate its business practices, particularly in the area of customer focus. To assist Keppel in revamping its customer retention strategy, essay about customer relationship management, ABC Consulting Group will use a strategic CRM approach.
This approach will focus on strategic implementation activities designed to keep profitable customers buying and also to encourage them to participate in word-of-mouth advertising for Keppel. This is best done through ensuring a high level of customer satisfaction and trust by meeting customer needs and offering value-added services to their benefit.
The goal for this effort includes developing detailed project management plans that are broken down into specific phases of completion. Additionally, monitoring check points throughout the project process, with strict budgetary compliance procedures in place, will enable Keppel to execute quality projects, on time and within budget.
Currently, Keppel is in need of a more streamlined, essay about customer relationship management, automated and thorough process for seeking out and recruiting qualified personnel, essay about customer relationship management, particularly quality skilled specialists such as marine engineers and naval architects with relevant experience.
An integrated records management system also allows for the sharing of pertinent data across departments as well as across national and global locations. High oil and gas prices and an increase in demand for new oil sources over the last decade has produced an uptrend in the marine engineering business globally, particularly for the market segments of offshore construction and ship repair.
This gives Keppel a competitive advantage in the market, due to offshore technology advancement and speculative oil exploration and production initiatives requiring floating solutions in offshore drilling.
Keppel is favorably positioned to take advantage of the growing market as marine engineering experts who are able to leverage its capabilities in relation essay about customer relationship management operational flexibility and its state-of-the-art facilities and infrastructure. ABC Consulting Group will work with Keppel to develop a marketing strategy to increase its market share in lieu of the growing market. The Singapore market is known for consistently high quality and timely delivery of projects, essay about customer relationship management, as well as top notch technical expertise.
Keppel is already essay about customer relationship management as a leader in the industry globally, and this puts the company at an advantage in the reputable Singapore market. ABC Consulting will work with Keppel to include capitalizing on this advantage in its marketing strategy as well, by structuring marketing focus on highlighting Keppel as the most highly respected, experienced and successful company in the industry.
This is strength is an opportunity in lieu of tankers becoming obsolete. ABC Consulting Group will prepare Keppel for pursuit of the benefits of this opportunity by discussing strategies to garner a majority market share of the tanker conversion business. Pertinent cost essay about customer relationship management, scheduling, project management plans and resource planning are core discussion platforms.
This will allow Keppel to realize the benefits of better efficiency, increased output and significant cost reductions. This will allow ABC Consulting Group to assist Keppel in identifying additional value-added opportunities for delivering value to their customers.
A detailed customer communication plan is the next step in the strategy. Effective internal and external communications are essay about customer relationship management to developing and maintaining mutually beneficial business relationships. Clear communications help businesses identify and understand customer needs. This plan includes determining the best communication methods and communication frequencies, as well as identifying company communication contacts, uniform communication information and specific purposes of all communications.
Also, communication plans will be custom designed for each customer to meet their specific needs to their satisfaction. Custom communications will include personalized contact to all customers keeping them abreast of all new services or products available from Keppel that may be to their benefit.
A successful customer relationship management plan is one that ultimately adds value for its customers and communicates how a company stands out as an industry leader. People — In the Staff Recruiting and Retention Efforts section of this CRM above, ABC Consulting Group outlines how it will essay about customer relationship management Keppel in attracting and retaining the best personnel and talent in the industry by improving recruiting and employee satisfaction efforts.
A high-achieving, quality staff of experienced professionals is an asset to the company and adds a high value perception of Keppel to customers through interaction with them. Customers should be able to reach a Keppel representative throughout any phase of their contract cycle, to keep them informed and to make sure they are satisfied through to completion of their deliverables.
Each customer will receive an information packet that will outline a list of contacts for each stage of their process. Achievement of this will be driven by protecting existing customer relationships by enhancing customer experiences and revamping any week customer relationships by initiating efforts activities to win back loyalty and trust.
Geok, W. Retrieved from the assignment case study from The Asian Business Case Centre website AsiaCase. Herbatschek, F. Customer Relationship Management. Retrieved from class PowerPoint notes. Attachment Security, essay about customer relationship management, Article Review Example. Enterprise Rent-a-Car, Case Study Example, essay about customer relationship management.
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Get a Free E-Book! Customer Relationship Management, Essay Example. Pages: 9 Words: Essay. This Essay was written by one of our professional writers. Need a custom Essay written for you? HIRE A WRITER! Customer Retention Strategy To assist Keppel in revamping its customer retention strategy, ABC Consulting Group will essay about customer relationship management a strategic CRM approach. Staff Recruiting and Retention Efforts Currently, Keppel is in need of a more streamlined, automated and thorough process for seeking out and recruiting qualified personnel, particularly quality skilled specialists such as marine engineers and naval architects with relevant experience.
The Growing Market High oil and gas prices and an increase in demand for new oil sources over the last decade has produced an uptrend in the marine engineering business globally, particularly for the market segments of offshore construction and ship repair. Communication Plan Effective internal and external communications are integral to developing and maintaining mutually beneficial business relationships.
Value Proposition A successful customer relationship management plan is one that ultimately adds value for its customers and communicates how a company stands out as an industry leader. References CRM Class Group Work PowerPoint Presentation, Stuck with your Essay? Get in touch with one of our experts for instant help!
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Soft Skills - Customer Relationship Management
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Dec 09, · Introduction. ABC Consulting Group has been contracted by Keppel Offshore & Marine to analyze, assess and implement new customer strategies to help increase revenues and expand their customer base. Following is a detailed Customer Relationship Management Strategy (CRM), custom-designed for Keppel Offshore & Marine Company by ABC Consulting Customer Relationship Management Defined as relationship between the customers and the companies. Includes capture, storage & analysis of customer, vendor, partner & internal process information. Three key phases 1. Customer Acquisition: process of attracting customer for their first purchase 2 Nov 02, · Customer Relationship Management (CRM) is a type of management that is based on the wants and needs of a specific customer. It is a system that almost every company uses to manage a company’s interactions with future and current customers. Everyone who has ever gone shopping has experienced CRM. CRM involves the use of technology to organize, Estimated Reading Time: 3 mins
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