Question

Suggestions for a startup company: Kmart

How they should use customer relations management?

What they should avoid doing in relation to customer relations management

Answer 1

Ans. Consumer relations management is a strategy , process or a software which is used by the companies in order to promote healthy and long lasting relationship with their customers. The CRM team or the software should collect all the details of the customers in a electronic form and then organise the information in a systematic record so that business can analyse the relation with each customer effectively. 360° view of the customer needs to be created capturing their interactions with the business These things would help the company in better understanding of customers and maintaining healthy relations. It can be used to improve sales forecasting , customer loyalty , accurate sales reporting etc.

Things to avoid in relation to CRM are :

1. Don't store the data of customers without their permission.

2. Maintain a positive relation with the customers a negative relation can impact the data and thereby impacting the decision making

3. Have a separate team dedicated to this , don't give this work to regular employees.

4. Don't overburden the customers with a lot of mails or messages.

5. Don't go for CRM without knowing it's uses to the company , it would not suffice the propose then.

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