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Customer Relationships Management for Improved Productivity

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  • Alan D. Smith

    (Robert Morris University, Moon, USA)

Abstract

Customer relationship management (CRM) is a core business strategy for most organizations. In today's global economy, it is essential for organizations to find ways of increasing their productivity. This article discusses the operations management's decision of customer relationships management. It is vital for a business to motivate its employees and use the best strategies to facilitate customer relations. The CRM-enabled strategy focuses on two organizations in the NE Ohio area: Progressive Corporation and KeyCorp Bank. The structure of this chapter is reflective of the qualitative business case study using best practices. Initially, a description of the companies' current strategies and software that promotes CRM is followed by some of its major strategic initiatives to foster the development of CRM. This basic case study approach aims to provide an understanding of the transitions, challenges, and the implementation of CRM in these organizations.

Suggested Citation

  • Alan D. Smith, 2019. "Customer Relationships Management for Improved Productivity," International Journal of Adult Vocational Education and Technology (IJAVET), IGI Global, vol. 10(2), pages 40-48, April.
    • Handle: RePEc:igg:javet0:v:10:y:2019:i:2:p:40-48
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    Cited by:

    1. Sharifah Rahama Amirul & Khairul Hanim Pazim & Sharifah Milda Amirul & Rasid Mail & Jakaria Dasan, 2022. "Developing and validating the qualitative labour productivity measurement in service industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(4), pages 2853-2874, August.

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