Customer Relationship Management Case Studies|Crm Case Studies

Today, using the management jargon has become a fad. You can hear words like customer care, and customer relationship in many a conversation. Although a thorough science person, I wanted to know the exact meaning of these management words. I browsed the Internet and came across a very informative website, www.ibscdc.org. I was thrilled to […]

Today, using the management jargon has become a fad. You can hear words like customer care, and customer relationship in many a conversation. Although a thorough science person, I wanted to know the exact meaning of these management words.

I browsed the Internet and came across a very informative website, www.ibscdc.org. I was thrilled to see that on www.ibscdc.org, a whole gamut of case studies is available dealing with various management concepts. I read two of their case studies on customer relationship management. They were titled ‘Customer Relationship Management at Harrah’s’ and ‘Corporate Blogging in India: Customer Relationship Management Redefined?’

These case studies helped me develop an understanding on the concept of customer relationship management or CRM and in knowing some of the corporate trends in CRM.

The CRM process helps companies develop strong relationship with their customers by gauging their needs and their behavior. Using the CRM methodology, not only can a company know about customers, it can also get insights into sales, effectiveness of the marketing strategies, prevailing trends in the market, so on and so forth.   In a nutshell, it can be said that CRM helps companies understand the customers and their value.

Going deeper into the concept, CRM methods enable the marketing division of a company to know who are their best customers and then target their efforts towards them. Knowing the target customers, effective marketing campaigns can be devised and the sales team can also have an access to quality leads.

CRM also helps companies improve its telesales by optimal use of available information among various employees and simplifying the existing processes.   Further, employing CRM processes helps foster individualized relationships with the customers. This way, customer satisfaction can be improved and profits can be maximized. Moreover, the most lucrative customers can be identified and the best of services can be provided to them to enhance profitability.

However, for CRM to be effective, the employees have to be provided with the means to know and understand their customers. This means that the employees have to be equipped with information and the processes to identify customer needs. If the needs of the customers are catered to effectively, then it shall help in building a strong relationship between the customer and the company.

The CRM case studies on www.ibscdc.org helped me get an idea of the concept as they narrated some real-time corporate stories in an interesting manner to arrive at an understanding of the concept. The case studies are quite lucid and make an interesting read.

Realated Case Studies

Corporate Blogging in India: Customer Relationship Management Redefined?

FedEx in 2006:  Continuing CRM Innovations

IBSCDC, with well over 2700 case studies, 700 structured assignments and 900 teaching notes, is Asia Pacific’s largest repository of business management case studies. All these case studies are developed for MBA programs, Executive MBA programs, Executive Development Programs, and other management-related programs and allied disciplines

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