Question

Assume that you are the owner of a small appliance sales and repair shop serving hundreds of customers in your area. How might you use a CRM system to capture customer data that could be used to provide better service or increase revenue?

1. Discuss the ethical component that exists here. Address what kind of data you should and/or should not be collecting. Think about Proverbs 10:9 when answering.

Answer 1

CRM system can be used through the following ways to provide better service through the following methods:  

• CRM system helps to track the consumer information which makes the consumer satisfaction an easier task for the small appliance organization

• CRM system enhances the understanding of customers which promotes to provide a better consumer service facility

• CRM system facilitates the discovery of new consumers which expands the customer base that ensures high profitability

• CRM system is an effective management system for the sales team of the company. It helps to close deals faster

• The CRM system increases the possibilities of cross-selling and up-selling that adds additional value with the sales growth

CRM is an essential aspect of understanding the requirements of customers that lead the company to increase service quality. A steady service quality positively impacts the profitability of the organization's sales revenue, which indicates the 10:9 proverb that refers to the importance of honesty for gaining profitability.  

The consumer's name, Email Id, personal address, mobile or official number, photo identification proof, and repair service preference should be collected for CRM records. However, family information, professional record, or marital status are not crucial for CRM.