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Impact of customer relationship management on organizational performance

 Department: Business Administration and Management  
 By: usericon opc123  

 Project ID: 482
   Rating:  (3.0) votes: 19
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The new business ideology has changed from businesses being profit oriented to being customer oriented, these changes has led to numerous formulation and implementation of strategies and tactics to improve customer relationship management and more so increase services so as to lead to an increase in their performance. Back then telecom industries during the 1990s could lose few customers today and gain tomorrow, and yet it was considered an improvement. Now due to technology and innovation, Customer relationship management is the order of the day not for telecommunication firms only but also almost all businesses. This project evaluates the significance of customer relationship management and its impact on the performance or profitability of an organization it identifies various strategies that can influence both customer satisfaction and organizational performance. Furthermore, the research work goes by emphasizing the implementation of technological facilities, as it enhances customer service delivery. Competition can also affect customer decision which will in turn have an effect on performance of organizations in terms of customer share and customer base. In other to improve this, efforts should be placed on giving qualitative and quantitative services. The study recommended that telecommunication firms should ensure that their technological capability must be up to date, and ensure that information or data collected from customers must be kept confidential, secret and treated individually. The study suggests also that further research should be carried out by scholars on other variable that can influence the performance of an organization. Areas such as Financial performance (e.g. shareholder return)Social responsibility, Employee stewardship, Profit maximization, Employee training, Corporate planning and strategy, Human  resources capacity enhancement. The project in a nutshell focuses on how customer relationship management if adopted will influence the performance and profit of the organization. ...
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