Marketing: Customer Relationship Management Coursework (Coursework Sample)

Question 1
With technology evolving fast over the last three decades, it has greatly influenced the manner of conducting business and managing it. These can be assessed by looking into the objectives set to be achieved through embracing technology in businesses and organizations. Some of these objectives include: To improve the quality of services being offered. To establish automation of different activities and reduce the bulkiness of manual work and time input required for different business procedures. To increase the range of products being offered. To minimize the overhead cost of running businesses and also attain comparative advantages over other organizations(Mayhew, 2017).
As outlined in the above objectives, technology has influenced organizational business models in the following ways. Foremost, working from remote locations and interacting virtually in different business platforms has been made possible. This has therefore increased the efficiency of at which employers and employees can attend to work and duties at whatever location. It has therefore encouraged workforce diversity as teammates may be from different regions and still attend to their duties (Vitez, 2017). This is in regards to social media platforms such as Skype, Facebook, online shopping sites. As a result, small companies have extended their services to different regions increasing their market scope and offering availability to a lot of individuals. Such may include gaming sites and applications such as the Sports which has extended its market from Africa to other continents such as Europe.
Technology also enhances automation which in turn check the time input required to deliver specific tasks. Due to this, bulky volumes of work and other business-related functions can be attended to in a short span of time (Mayhew, 2017). For instance, banking ques have been done away with the availability of online banking portals where customers can access different services. In addition, the availability of Automated Teller Machines (ATM's) also made it easy to access cash by use of plastic card technology. Therefore it can be concluded that technology has positively impacted different business models and creating more allowance for innovations.
Question 2.
Operational Customer Relationship Management offers a platform where the customer can be attended to at a more detailed level be it in terms of servicing, sales or marketing. In this case, Companies with high customer traffic may incorporate the use of CRM tools (Mayhew, 2017). It makes it possible for the client to access information about services offered by the company in detail and I turn the company can access them customers needs. It, therefore, saves time that would be spent on customer care calls hence harnessing that into other productive activities.
In contrast, Analytical CRM works by analyzing customer information and using it for value addition to their business operations. By use of operational CRM handles, the company may realize the specific needs of their customers, comments, and ratings of their service levels or the quality of products. This, therefore, helps the company improve on its level of servicing and production, gaining customer loyalty, attracting and maintaining customers (Vitez, 2017).
Question 3.
CRM systems are of great significance when it comes to functional areas such as Sales department. In this case, the co...