Strategies for Customer Relationship Management-Free-Samples

Question: Discuss about the Customer relationship Management and the strategies that are required for the Customer relationship Management. Answer: Introduction The report below discusses about the customer relationship management and the strategies that are required for the customer relationship management. The report also elaborates on the e-commerce company Amazon and its customer relationship strategies. The customer relationship management that is CRM refers to the various practices, strategies and the equipments that the companies use to control and analyze the interactions with the customers, assist in the retention of customers and driving of the sales growth (Werro 2015). These systems are designed to compile the information of the customers across the various channels as the website of the company, telephone conversations, and direct mails and so on. There has to designing of a strategy before the implementation of the CRM software. The message about the mission of the company should be communicated well to the customers. The people of the organization along with the customers should have knowledge and be fully aware of the CRM sys tem (Khodakarami and Chan 2014). Discussion The discussion below elaborates on the elaborates on the e-commerce company Amazon and its customer relationship strategies (Kumar and Reinartz 2012). Project Objective To maintain the relationship of the Company and the customers To elaborate on the factors that affect CRM in Amazon To highlight the recommendations that Amazon can incorporate for construction of the long term relationship with the customers To discuss why the customers will choose Amazon for shopping To discuss the elements that the customers will be concerned about when shopping on Amazon.com Project Scope This project is to understand the customer relationship management in the e-commerce companies. The problems faced during the research methodology and the primary and secondary questions of the project are stated. There is an increase in the number of the business to consumer e-commerce and hence the building of a long lasting relationship. The main reason to shop online is the convenience and the things available at lower prices. Online shopping exhibits different features from the traditional shopping. The main purpose is to uncover how to reinforce the consumer loyalty of the e-commerce company and to keep the relationship between the customer and the company. Literature Review The literature review involves relationship marketing, setting a certain destination, customer priority, and communication with the employees, various changes in the system, linking with the CRM, tracking of the customers and the improvement after the evaluation. The maintenance of the long lasting relationship with the customers is necessary which will arise from the better quality products. The company has to provide the customers with the exchange option of the product. The communication with the employees is necessary for the provision of feedback, which will help the company to serve the customers in a better manner. The changes in the system of the company can help to provide satisfaction to the customers that will enable to maximize the profits. The customers should have a maximum level of satisfaction when purchasing of the products and services. The reviving of the numerous information is necessary to provide valuable feedback to the Company. The evaluation of the methods is important for improving the customer relationship. This will enable the identification of the weaknesses of the company. The feedbacks are to be taken into account by the company, which will help to improve the services. The new strategy adoption will help better performance of the company in the competitive market. The tracking of the customers by the updated methods is required. This will enable to determine the purchasing pattern of the consumers. Research questions/Hypothesis What are the ways in which Amazon maintains relationship with their customers? What are the factors that affect CRM in Amazon? What are the recommendations Amazon can incorporate to construct long term relationship with customers? The primary question of this project is: How to develop the customer loyalty of the company and construct a long-term customer relationship under the e-commerce business scale? The secondary questions are: Why do the customers choose the e-commerce company Amazon? What would be the element concerned with when customers are shopping online? When one is shopping on the Amazon.com, what elements are the customers concerned about? Research design and methodology This comprises of qualitative and quantitative research. Qualitative Research The qualitative research is done via conducting interviews. This research tries to uncover the reasons for the attitudes, motivations and the motivations. Reliability is the amount to which the responses are to be obtained using the similar mechanisms more than once (LoBiondo-Wood and Haber 2014). The validity of the research is explained as the extent to which the requirement of the particular research process has been followed during the process of generating research findings (Liamputtong 2013). The Appropriate time scale for the learning has to be selected along with the methodology taking into account the distinctiveness of the study. The suitable sampling method is the Simple Random Sampling (SRS). The respondents should not be pressured in any ways to select precise choices among the answer sets. The sample size is around 100 observations. The data collection methods utilized is interviews, questionnaires and Surveys, observations, focus groups, documents and records. Quantitative Research The quantitative research methods highlight on the objective dimensions and thestatistical, numerical, or arithmeticalexamination of data assembled through polls, questionnaires, and assessments. It is also performed by manipulating pre-existing numerical data usingcomputational techniques. Quantitative research focuses on the gathering of numerical data and generalizing it across crowds of people. The research instruments used are tests and questionnaires. The process of quantitative data analysis includes data cleaning, data coding, data presentation and data interpretation and discussion. The sampling methods used are probability sampling and non-probability sampling. The sample size is of 100-150 observations. A sequential design is used for the interview and the questionnaire. These may include the Survey in-depth conferences, access to close-ended and linked open-ended problems and yield of codes in divided variables in access merge based on distinctive equivalent identifiers ( Brannen 2017). Reliability is the extent to which the answers are to be obtained using the same mechanisms more than once. The validity of the exploration is enlightened as the extent to which the requirement of the particular research method has been followed during the process of generating research findings. Research Limitations The limitations are the influences that the researcher cannot control. The quantitative data method was accepted by the proposing of the questionnaire to gather mathematical and regulated data from website and people around ourselves (Peppers and Rogers 2016). Hence, the composed data might not be comprehensive and intentional enough. The study is about online shopping manners therefore it could not symbolize any issues, which are relevant to the practical behavior. Due to the restriction of time, it cannot make a deep and complete survey on the company, do research and conversation but just focus on the consumers loyalty aspect. This project is not suitable for other exploration projects. Time Plan Week 1 Learning the nature, process and strategies of business research methods. Week 2 Learning the customer relationship management and strategies to maintain customer loyalty. Week 3 Learning about ways in which literature review is written. Week 4 Ethics and legal considerations taken into account and the project objective are understood. Week 5 The primary and the secondary questions for the research are understood and highlighted. Week 6 Questionnaires prepared and data analysis done. Week 7 Nature of qualitative and quantitative research understood and the research methods used are studied elaborately. Week 8 The research limitations are studied carefully and analyzed. Conclusion Thereby, the customer relationship management and the strategies that are required for the customer relationship management have been discussed. The customer relationship management that is CRM refers to the various practices, approaches and the technologies that the companies use to manage and analyze the interactions with the customers, assist in the retention of customers and driving of the sales growth. These systems are designed to compile the information of the customers across the various channels as the website of the company, telephone conversations, and direct mails and so on. There has to designing of a strategy before the implementation of the CRM software. The message about the mission of the company should be communicated well to the customers. The validity of the research is explained as the extent to which the requirement of the particular research method has been followed during the process of generating research findings. References Brannen, J. ed., 2017.Mixing methods: Qualitative and quantitative research. Routledge. Kerzner, H., 2013.Project management: a systems approach to planning, scheduling, and controlling. John Wiley Sons. Khodakarami, F. and Chan, Y.E., 2014. Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), pp.27-42. Kumar, V. and Reinartz, W., 2012.Customer relationship management: Concept, strategy, and tools. Springer Science Business Media. Liamputtong, P., 2013.Qualitative research methods. LoBiondo-Wood, G. and Haber, J., 2014. Reliability and validity.G. LoBiondo-Wood J. Haber. Nursing research. Methods and critical appraisal for evidencebased practice, pp.289-309. Peppers, D. and Rogers, M., 2016.Managing Customer Experience and Relationships: A Strategic Framework. John Wiley Sons. Werro, N., 2015. Customer Relationship Management. InFuzzy Classification of Online Customers(pp. 51-65). Springer International Publishing.