1.0 Read then discuss the following paragraph : \"More important, technology is

Question

1.0 Read then discuss the following paragraph :

"More important, technology is creating a radical new business model that alters the whole dynamic of customer service. For the first time, companies can truly measure exactly what such service costs on an individual level and assess the return on each dollar. They can know exactly how much business someone generates, what he is likely to buy, and how much it costs to answer the phone. That allows them to deliver a level of service based on each person's potential to produce a profit and not a single phone call more."

2.0 Answer the following questions below.

What are your expectations for this Customer Relationship Management class?
Why is this Customer Relationship Management class relevant to the IT professional?
What role do you think the IT professional plays in a CRM design and implementation?
How does that differ from a business user?
What do you think at this point in the Customer Relationship Management class is the single most important aspect of a successful CRM installation?

Explanation / Answer

a) My expectations from the CRM class are:

b) CRM is an important factor for an IT professional as the key stakeholder for any type of IT business is a customer or the client. Developing and implementing any software and program is not the only work of any IT professional but polishing and upgrading the firmware and version of the program is important. This can be done effectively by taking feedback from the customer. On the other hand, the service cost also has to be taken into consideration while providing a CRM. For an IT professional this class will be helpful to analyze and optimize the service cost which can put an impact on any project cost.

c) An IT professional is well aware of the frequently asked questions and the quickest possible answer to the problem by any customer. Any project or software needs to be revamped based on these questions so an IT professional should help in designing and implementing the CRM. It will help in minimizing the time, effort and the cost for the CRM by exactly meeting the requirements of the customer for less amount of time.

d) Any business user may face a lot of different scenarios related to different problems and concerns of the customer but in case of IT business, only the problem and concerns arise which can be solved with adequate effort in less amount of time. Normal businesses increase the branch of customer care and the people to handle them but in IT with a fixed amount of people, it is possible to address the customer if CRM is implemented properly.

e) The single most important aspect of CRM is the service cost optimization as per my view. Most of the company spend a lot in providing the service and with CRM implementation they can minimize this

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