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Customer Relationship Management- Read the files attached
Pages 7 (1757 words)
When frontline employees face ethical dilemmas: Implications for customer relationship management Course Professor Name of Student Date of Submission Introduction Customer Relationship Management (CRM) is a strategic process dealing with customer-focused business to develop competitive advantage in an entrepreneurial endeavor.
Nurturing Customer Relations Customer relation is imperative in business management. Experts posit that its effectiveness depends on top management’s commitment to exemplify leadership, strategic direction, and entrepreneurial goals (Cap Gemini and International Data Corporation, 1999). Business managers conjectured that customer-focused model demand management to train and improve workers’ skills and knowledge on customer relations. It is essential to motivate them and to become more responsive and sensitive to customer needs and behaviors (Chen & Popvich, 2003). It improves performance management skills and reduces some unnecessary protestation or disagreements. Reward and incentive program and team-building can also increase workers’ commitment to perform their tasks well (Chen & Popvich, 2003). The management must also use the driver for changes to be adaptive with trends, like the use of information technology to reach home-based customers and to develop database on purchases made and products or services consumed (Chen & Popvich, 2003). ...
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