Research the key elements of a CRM system and defend at least three best practic

Question

Research the key elements of a CRM system and defend at least three best practices that organizations can use to improve customer retention. Support your choices with well-reasoned arguments and external sources. Justify at least five critical pieces of customer information needed from your key market segment. Why do you need to collect this specific data?

Include a sample customer database template with fields containing the critical customer information you chose (Hint: The sample database can be a table in your document or an appendix to your document).

Justify five survey questions that might be used to evaluate the segment's experience with your organization. Why do you need to know this information?

Include a sample customer satisfaction survey (Hint: The sample survey can be a table in your document or an appendix to your document). Justify a plan for how customer data (previous two bullet points) will be collected. The plan should detail the methods to be used (e.g., written survey, focus groups, interviews, etc.) and where those methods will be integrated into the organization's processes (e.g., a hotel sending an e-mail survey following a customer's stay at a specific location).

Explanation / Answer

Here are three best practices of survey i would like to mentioned which are popular now a days in operation and big companies

1).Have a single, well-defined objective.
What feedback do you really want from your
customers? Narrow down what you want to know to the key questions that get to the
root of the issue. For instance, when conducting a post-transaction satisfaction survey,
stick to questions surrounding the sale process and nothing more. This will keep your
survey focused and help avoid the “just one more question” syndrome when building
your survey. Take a few minutes to plan your survey and consider what you want to get
out of the results before building your questions.
2.Keep your survey short.
In a best-case scenario, a survey should take 5 minutes or less
to complete in order to get the best response rate. Anything longer than 10 minutes should
be re-thought, or survey takers should be given an incentive for giving that much of their time
to answer your questions.
Another key for keeping your survey to the point: Avoid questions with more than 10 answer
options. Too many options for a single answer can confuse the survey taker and slow down
completion time. Break the question into multiple questions or consider another way to phrase
and answer it

3.Design your survey for easily measurable results.
The key is to
ask closed-ended questions that generate results that are easy to analyze,
spot trends, and set base lines. A good example of a closed ended question is:
What service(s) of ours do you use?
a) Massage
b) Hair Stylist
c) Nails
Using too many open-ended questions that require respondents to type out
responses (i.e., “What do you like about our salon?”) will take time to read, code,
and trend. Plus, they make for a longer survey completion time. Closed-ended
questions make it easy for the survey taker to whisk through the questions and
give you easily quantifiable data.

Along with that surveyour should clear with below mentioned questions.

For CRM five critical pieces of customer information:

According to me five critical pieces of customer information needed from your key market segment

Data are very much importatant because according to above mentioned data we can get survey related to CRM and we can get better idea,When income,education,age,sex etc changes view and requirement also changes.

If we want to do survey related to CRM we have to understand above info than we can serv better and we can rich to conclude information with suitable sample size of survey.

Sample

Name :Maulik Trivedi

Age:28 Yrs

Sex:Male

Education :MBA

Occupation:Professor

Cast:Brahmin etc.

Questionaire for customer satisfaction survey:

1).How do you like to enter in our shop?

2).How you like products of our shop?

3).How do you like behaviour of our staff?

4).How attactive offers we are given to customers ?

5).Will you suggest others to visit our shop to your friends/Other familymembers for visit or shop? - Y/N

These all information will help to improve our shops products and services. with help of that we can improve customer satisfaction.

Fpr collection of survey we have to do written survey.we have to make pempleted and customer need to feel it.which helpts manage recors with us and we can get proper analysis also.

This survey we can utilise in hotels,malls,Shops,jwellery shops,resturants etc.

Related Questions

Navigate

• Browse (All)
• Browse R
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.