Loyalty Through Services Given In Market Essay

Question:

Discuss About The Loyalty Through Services Given In Market?

Answer:

Introduction

Customer relationship management architecture can be divided into three categories namely analytical and operational. For a company that needs to attain the success, they must understand the role of the three concepts and its application in the business sector. The loyalty of a company started decreasing in different firms leading to the formation of Customer Relationship Management. Customers being the critical reasons why different businesses operate, more quality level of service delivery and products must be maintained by the management. The workers must be well informed of the customers needs to increase their effectiveness and duty performance based on service delivery. Therefore, it was for this reason that the top management of the architecture company had to adopt the customer relationship management (CRM) to help them in maintaining the operations of the company through its employees and the services offered to their customers (Dudovskiy, p 4).

Purpose of the literature review: Based on the previous research, it was evident that modern architecture and CRM application has brought a lot of positive impact to different large-scale companies when applied correctly. The purpose of this study is determining the benefits of cloud IT services in relation to CRM architecture in the implementation of a different software package for customer satisfaction. I will also give definitions of different terminologies as used in CRM for cloud computing (Bolton & Christopher, p 24).

Findings and outcome: The findings of the research included CRM solution, cloud computing, methodologies and solutions for future development and architecture development.

Aims and Objectives

The main aim of the literature review is considering the CRM importance to customer relations and the effectiveness of the cloud computing system in improving the company’s quality services. Current research shows that CRM implementation keeps on changing daily; therefore, new technologies are developed and applied to enhance smooth business operations (Lee,p 11).

Objectives

  1. a) Designing ways of improving customer satisfaction through data analysis
  2. b) Determine the benefits of cloud computing for effective information to reach the stakeholders
  3. c) Determining the categories of CRM users based on data & software usage (Kordalipoor et al, p 4)

Scope of the study

The definition of CRM architecture and its role in both the company and the customers as CRM implementation can only be effective when technology aspect is obtained. The CRM components are further classified into four main parts namely Culture, Process, business, technology, and people. However, it is also geared by customer information service, collaboration, and sales force automation.

Definition of CRM

According to Long & Khalafinezhad, p 13, CRM is the opportunity utilized by the employees to improve on their profit margin to further attract and retain their potential customers in having business transactions with the organization in the long-run. The main goal of having an architect CRM in a company is improving on customer satisfaction for example supply of quality software materials applied and responding to customer needs appropriately. CRM is the involvement, analysis, and exploitation of knowledge by the producers on the demand of goods or products for their customers. The main objective of CRM is the creation of free customer service consultations that will enable the firm to maximize stakeholders’ desires in the long run business operations through maintaining good relationships and services.

In the current economy, a majority of the customers’ do have own or control the company. As a large corporation, most of the businesses conducted are highly dependable on the customer demand or request. Such a trend is experienced because they expect effective and fast services continuously being that they hold the failure or success of the firm. The customers also require individual service and always demand to speak to the architecture in charge.

Therefore, as a manager, you must ensure that a higher groomed communication and connections are established to avoid losing potential clients. There are two main building blocks of a successful architecture CRM namely, Organizational collaboration and Valued Customer experience. They are used in the research and e-marketing of the company as well as advertising their products worldwide through different websites created. The customers are communicated to in an effective manner through telephone calls or the internet.

Organizational collaboration

Business collaboration based on CRM is the management bringing both the workers and clients together. The architect system acts as a driving force for proper decision making, innovation, higher market access and decreased product cycle. Through collaborative work, the team management will understand the software that needs to be upgraded through sharing of knowledge and better communication within the company. It is also vital for finding social networking internally by putting the working tools together. The integration of customer interaction through fax, phone, and email improves a customer liberty and retention in the enterprise.

Valued Customer experience

Technology is dynamically transforming everyone’s family within the society. The customer expectations are very high and businesses have to design new ways daily in handling their customer needs. The rise in social media is making different companies connect to their customers through internet communication. The software used in the Cloud computing helps the management in planning and implementing customer information based on the data provided to them to solve (Sultan, p 8). The entire customer complaints and feedbacks will comply and a feedback is given to them through their communication channel. A consistent procedure must be applied in resolving these issues in the process the workers will be learning new ideas in dealing with the challenges they are facing while interacting with the clients at a certain period.

Categories of CRM Architecture

Operational CRM that is used in the automation of selected business processes such as sales and marketing. When a worker is communicating to a customer, the information being shared is later stored in a database for future reference and also placing the customer orders.

Analytical CRM in architecture helps a company to have a high-risk management and product development thereby placing emphasis that the organization need to consider while dealing with their client's issues. By using this approach, the enterprise is able to control several problems that might occur in the future (Woodcock, et al, p15).

Definition of terms

Customers: They are people in an organization who buy goods or services from a business enterprise for satisfaction of his or her needs Board of Directors (BOD): These are individuals in a company elected by the shareholders in the company to monitor and oversee the activities done in the company

Customer relationship management: CRM refers to the strategies, technologies, and practices that a company establishes to determine to analyze and manage the customer interactions based on the products or services they offer.

Architecture: It is a way in which some computer systems or components are organized and put together to perform different program within the computer system. In the cloud computing area, a different architecture is employed to access the data and information kept in the servers and databases. An internet connection must be available through a network system that will enable all users to have access to the data.

Cloud Computing: It is the services and application of internet using a software system at the data centers in communicating with different stakeholders in the business market through pay as work is delivered is conducted.

Benefits of CRM through cloud IT

  1. a) By the cloud architecture adopting the CRM method at the organization, they will be in a position to push for more modern technology that shall be used while performing different duties assigned to workers within the required period (Rittinghouse & Ransome, p 14).
  2. b) Moreover, CRM being a marketing concept makes the management to collect, sort and analyze the contract information between the enterprise and the customers thereby taking new initiative strategy in satisfying the clients’ pull of demand in the market

Thirdly, application of CRM helps the organization to have long-term relationship and customer values at a given period. It is realized through the loyalty of the customers and better service delivery making the firm to realize the mutual benefits of maintaining high profitability workforce.

  1. d) The workers will experience a high increase in product development following the improvement and demand of customer needs in the market thereby increasing the services and products.
  2. e) The use of IT that in most cases needs a great monetary value due to market segmentation and expansion is normally used by large corporations to develop their technology and increase their competitiveness in the market. In turn, this method will help the management in increasing their market share, services rendered to customers, meeting targets and increasing customer loyalty.

Role of Board of Directors in the Architect Company in Implementation of CRM

Following the Board of Directors annual meeting, developing well equipped new opportunities will be developed for more architecture operations based on the skills and capabilities of the workers. In turn, if the demand is high, the leader of the company will have a great opportunity in expanding the business for more interactions and operations (Bakhru & Grant, p 20).

Business Plan for IT Recruitment

Following architecture enterprise and machine, operations change on a daily basis such as replacement of human labor to use of machines. As a skilled architecture in the field, you have to get informed on the modern technology that keeps in improving and adjust to the IT operations. The manager must also apply a better recruitment method especially experts in IT to ease customer services online. They must also be able to solve ten problems presented to them at hand and ensure that all workers at the company are using the machines correctly such as the software.

The architecture operations and CRM business must properly be linked to these IT officials for it will act as guidelines in ensuring they communicate to the architectures in applying the correct model in determining the performance and working towards attaining the stakeholders’ needs (Garrido-Moreno, p 18). On the other hand, for a software architecture employee, he must ensure that other architectures used should not be assigned operation duties only but also the sustainability of data information to the users. The experts easily maintain a large pool of data accessible to all its users through the hardware platforms.

The adoption of CRM in the architecture organization was to help the team overcome external factors such as stiff competition from other architect companies and an increase of customer expectations among others

Cloud business application and benefits

The business behind the cloud IT operation is that it offers new online application through a web browser for access to information by the customers. Normally, the CRM applications are sold to the clients as a subscription model at a lower fee using the available software. The software maintenance and upgrading in the long term is the duty of the company therefore what is needed of the customer is opening an account for easy interaction with the employees (Erl et al, 2013). All the customers operating in the cloud does share a common software infrastructure across the network. When an upgrading is done it shall apply to all the clients across the network and allowing for backups to every client interested.

Through the application of the CRM, the management will be able to transfer knowledge to all the customers across their network system and meeting the needs of their customers across the globe instantly. The access of the information must be effective in both the rural and urban areas to serve every individual equally. It will be achieved through a stronger team working and supporting each other in the filed operations The CRM must also establish a channel in which they will involve the users in decision-making for the marketing and sales for their products or their services (Li & Mao, p 27).

The IT operation in the clouds plays a vital role in the maintenance of customer security and privacy. For the technology to be efficient to all the users, all the platforms must be secure during and after business operations (Dinh et al, p 24). The security must be highly maintained both externally and internally from unknown users for example by customers creating their own passwords. Moreover, a new recruiting It cloud business must ensure that they have legislation forms such as Sarbanes-Oxley (SOX) compliance and Health Insurance Portability and Accountability (HIPAA) for encryption of data and transmission.

Future explanation based on CRM related work

Being an architect of a cloud business plan, the chairman needs to establish other new methods of the firm software by using new technologies that exist within the working environment to remain relevant and competitive in the job market. By applying the new cloud-based model using the software available, the leader will easily introduce a new method of making sales and service delivery to their clients. For example, daily or pay as you go business model (Velte et al,p 30).

Having new innovations will be highly influential and demanding to the company’s clients as customers require professional services and modern tools used while giving them services. A strong workforce and committed team leader is required for the realization of the organizational goals that will not only benefit the architect company but also the employees Conversely, the CRM organization must put in place the customer focus as their first priority, provide them with the knowledge they require in understanding how their cloud architecture operates and provide feedback to the management based on their field work and interaction with clients (Sharma & Sachdeva, p 18).

Conclusion

As a manager at the architecture company, it is vital that they regularly advocate workers the relevance of using a proactive approach when offering services to their customers so as to maintain high standards of interaction and relationships. The idea of an enterprise adopting the cloud system of operation I consider to be relevant especially in the current market. The reason is that it is simple and easy to communicate with several clients across the globe within a short period.

The team members must be highly reliable and responsive to customer needs if they want the firm to succeed. The employees together with the chairman of the architect department must also produce only the products or offer services as per the request of the customers. Finally, CRM is a gradual learning process at any company and its formation was to motivate the workers in using new ways of understanding the desire and needs of their clients.

References

Bakhru, A. and Grant, R., 2015. Building Capability Systems in New Businesses: The Role of Capability Architecture.

Bolton, R.N. and Christopher, R.M., 2014. Building long-term relationships between service organizations and customers. Published in Rust, RT & Huang M.(eds.) Handbook of Service Marketing Research. Cheltenham, UK: Elgar..

Dinh, H.T., Lee, C., Niyato, D. and Wang, P., 2013. A survey of mobile cloud computing: architecture, applications, and approaches. Wireless communications and mobile computing, 13(18).

Dudovskiy J. 2013, june 20. Research Methodology. Available at methodology.net/a-brief-literature-review-customer-relationship-management.

Erl, T., Puttini, R. and Mahmood, Z., 2013. Cloud computing: concepts, technology & architecture. Pearson Education.

Garrido-Moreno, A., Lockett, N. and Garcia-Morales, V., 2015. Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation. Baltic Journal of Management, 10(4),

Kordalipoor M, Shahhosseini R& Hamidi K. 2015. A Literature Review on CustomerRelationship Management And Critical Success Factors. Available at journal.com/test/vol3-3/48.pdf.

Kumar, V. and Reinartz, W., 2012. Customer relationship management: Concept, strategy, and tools. Springer Science & Business Media.

Lee, Y., 2014. Improving customer equity through value creation and value appropriation (Doctoral dissertation, Iowa State University).

Li, L. and Mao, J.Y., 2012. The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits. Information & management, 49(6), pp.269-277.

Long S.C& Khalafinezhad R. 2012. Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer Relationship Management.Web line.com/attachments/article/10/J.%20Appl.%20Bus.%20Fin.%20Res.%201(1)%2006- 13%20(2012).pdf. 1(1).

Rittinghouse, J.W. and Ransome, J.F., 2016. Cloud computing: implementation, management, and security. CRC press.

Sharma, R.R. and Sachdeva, R., 2017. Performance Evaluation of Churn Customer Behavior based on Hybrid Algorithm. International Journal of Computer Applications, 159(6).

Sultan, N. 2013. Knowledge management in the age of cloud computing and Web 2.0:Experiencing the power of disruptive innovations. International journal of information management, 33(1).

Velte, A.T., Velte, T.J., Elsenpeter, R.C. and Elsenpeter, R.C., 2010. Cloud computing: a practical approach. New York: McGraw-Hill.

Woodcock, N., Broomfield, N., Downer, G. and Starkey, M., 2011. The evolving data architecture of social customer relationship management. Journal of Direct, Data and Digital Marketing Practice, 12(3).

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