Customer Relationship Management (crm)

        Customer relationship management (CRM) is a term which allude practices, methods and technologies that companies use to handle and analyze client communication and information all through the client lifecycle, with the objective of enhancing business relationship with clients, assisting client retention and driving sales growth. These systems are designed to compile information on customers across different channels or points of contact between the customer and the company. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns (Anon., 2014).

        There are pros and cons of using customer relationship management (CRM) system in Freshpress Company. First advantage of using this system in Freshpress is that the company will be able to hold the full details of the customers. To use Freshpress service, customers need to download the application in their mobile devices and follow the instructions given. All information about Freshpress Company is provided in the application and online website. For example, contact number, partners of Freshpress, working hours, price for each service and areas the company cover. With this, customers have to worry about being scammed. Before confirming the order, the customer needs to create an account that consists of their personal information which will be private. After confirming the order, the person-in-charge will able to look into the customer details such as the name of the client, the location of customer, date and time to collect the laundry and service needed. Freshpress is an on demand service and runs on an online system. There are zero physical outlets but there are hundreds of customers in the company. The customers are all contacted using the online system. Based on the interview, the second benefit of using the CRM system is that all information given by the customers are fully backed online. There is no offline system used in Freshpress Company. Now, since technology is advancing quickly, there is no use of using an offline system in a company. Therefore, if there is a robbery or fire outbreak, the company will be able to retrieve all information that was backed up online. Besides that, 30% to 40% customers pay their order online using Braintree by Paypal. All transactions will be in order, making it easier for the company to keep track with their finances. All services and communications in Freshpress are operated through the online system. One more advantage for Freshpress in using the CRM system is the increase in accountability. When the company lacks the tools to manage their customer relationship, there are high chances of the company to lose their customers. A layer of accountability is added to the customer relationship management process by the CRM system. A well-implemented CRM system may help staffs across departments understand their responsibilities to customers all through the customer lifecycle. It is easy to identify what went wrong in the company when responsibilities are not met and where and who fell short. With this, the company will be able to ensure mishaps like these will not happen again.

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