Important Factors for Developing and Establishing ‘Long-term Relationships’ with the Customers/Clients

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Visaria, Rachit (2010) Important Factors for Developing and Establishing ‘Long-term Relationships’ with the Customers/Clients. [Dissertation (University of Nottingham only)] (Unpublished)

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Abstract

In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that managing customer relationship is essential to success of modern business.

The aim of this report is to find all important factors for establishing long term customer relationship. The group internship project ‘Establishing BPO Company X to helping Passionate leaders grow smarter organizations’ is used for the analysis and discussion of this topic. Author analyses CRM as a strategy not a solution which can provide enormous competitive advantage if implemented in a co-operative environment. Author explains the importance and ways of understanding the needs of the customers and how offering suitable service could create value which in turn make the customers loyal and satisfied.

The CRM is presented as the system that integrates management of customers’ groups, establishment and management of companies by indicating the benefit of CRM for customers and enterprise’s employees. The report explains that in order to successfully implement CRM, it is necessary to balance and integrate technologies, processes and people. Report points out that the committed involvement of senior management is essential in promoting and supporting the concept of CRM within the organization.

A combination of literature with a series of interviews with representatives of different sports clubs in UK formed the research methodology. The concepts, framework, model etc. reviewed in the literature review section form the basis for all the analysis.

Item Type: Dissertation (University of Nottingham only)
Depositing User: EP, Services
Date Deposited: 09 Nov 2010 11:50
Last Modified: 30 Jan 2018 21:21
URI: https://eprints.nottingham.ac.uk/id/eprint/23766

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