Assignment title: Main Report and Activities.
Discuss how various businesses incorporate different I.T strategies available and how these can benefit an organisation.
Activity 1: Critical Success Factors. Customer Relationship Management.
Critical Success Factors (CSF) are certain operations or jobs that must be carried out by a business to ensure they maintain a competitive edge. These are the few areas where things must work efficiently in order for business to prosper. Siebel is an organisation that provides a comprehensive family of multichannel eBusiness applications and services. In this sense, their variety of channels is a CSF for them and this service prevents them from becoming obsolete in their field of expertise. This service they offer makes them unique. .
The theme to Customer Relationship Management (CRM) is providing exceptional customer service. This entails rapid responses to all customer inquiries and demonstrations of active concern for customer satisfaction. It is a comprehensive sales and marketing approach to building long term customer relationships and improving business performance (See Appendix 1). For the company Cooperative Bank their offer of the first UK Visa Gold Card was a form of CRM because by targeting their largest customer range they were providing an exceptional form of customer service. This is because they excluded the owners of this Gold Card from annual charges for life. Mitsubishi Motors targeted a specific age range (consisting of married men aged 35-54 years) using the Claritas database. The ability of the database to target specific customers is a form of CRM. Certain ranges of customers are catered for whether they are distinguished by age, gender, or annual income and the customer can be tailored for their general preferences. CRM is implemented as it is providing them with exceptional customer service by taking their preferences into consideration.