In 
THE SITUATION...
How will Praveen achieve customer satisfaction?
The motto of every business is to derive customer satisfaction and that is not easily achievable. Most business heads are prone to fret over the issue of attaining maximum customer satisfaction from the products or services that they bring to the market.
The desire to meet optimum customer satisfaction has a cascading effect on the IT department and in particular on the senior personnel. There is the mandate to deploy suitable solutions, which ensure accurate tracking of services and compliance with high standards. Praveen Sinha, a senior IT manager of a large garment manufacturing company faces a dilemma.
Despite the best supply chain system, dealer management systems, ERP system, immense customisation to tools and solutions, having customer-focused vision, the management is not really convinced about the mechanism to drive customer satisfaction. After much deliberation with the colleagues and peer group, Praveen thought about initiating certain CRM strategies, which might answer his concerns. While there are no budget constraints, Praveens dilemma is to convince the management about the investments around CRM, based on the theory of increasing customer retention, if the organisation was ready to pay for such intangible benefits that CRM brings in.
The other concerns that Praveen has are related to the aspect of the ease with which it is possible to calculate RoI. Always been used to addressing the response time, real time information, cost savings, immediate access to order status and consignment status, Praveen finds it slightly strange to gauge customer satisfaction using technology.
There are several queries in his mind with regard to technical support, and if the cost of the system will be passed onto customers. Praveen is splitting his hair over what kind of solutions could be used in the CRM space, which will give better analytics and dashboards. The solutions should also integrate with social media on the internet and create new ways of interaction with customers.
The Big Questions
Do you think CRM is the solution for Praveen in the current scenario and waht are the functionalities that he needs to look at? Whether it should be cloud mode, straight licensing or outsourced model, etc?
What kind of investments would Praveen need to budget for and how does he need to work out the RoI? Please also elaborate on the business benefits that CRM would bring in?
Add new comment