Internal Collaborative Functional Operations In CRM
The people who work on the back end of a business are ultimately responsible for the way things work for a company.
Although to a customer their work and duties are not visible, they...........
are the ultimate lifeline for CRM.
Many of these positions include departments like information technology, billing, maintenance, planning, marketing, advertising and more.
The Information Technology department assists with internal collaborations by ensuring the employees have phone lines, computers to work on, and information processes in place. When these are not occurring as they should be then the employees are unable to do their jobs.
An Advertising department also works behind the scenes for the customers to create an image for the company. They also develop discounts and coupons for the customers. The advertising department is in charge of grabbing the attention of the customer positively.
The manufacturing department is who is responsible for creating the customer’s products. This unit is usually noticed the least along with the maintenance department. Manufacturing ensures good CRM by producing a quality product and using quality assurance methods to be sure the customer never gets a defective product.
Although the customer’s primary purpose is to purchase the product coming from manufacturing they never experience contact with these people.
According to the strategy and theory of quality CRM, the entire company and every department are responsible for creating the experience.
- IT is an enabler for Customer Service
- Manufacturuing creates a quality product to sell in the in the CRM system
- Everyone contributes to success of a CRM implementation