The paper "Key Application Components of Mitsubishi’ s CRM System" is a perfect example of a management assignment. The key application components which have been applied as Mitsubishi Motors’ , customer relationship management (CRM) system include a focus on sales of the company, promotion of marketing for the expansion of sales, fulfillment of the needs of the customer’ s, provision of customer service in a professional manner, customer support as part of the strategy, focus on contact and account management, retention of the trained staff, and implementation loyalty programs for the staff and all other stakeholders.
The company is a multinational manufacturing unit in the automobile sector with the production of the first Mitsubishi automobile in 1917. The company is responsible for the manufacturing, finance, distribution, and marketing of the brand products through a network of dealers in the countries like United States of America, Canada, Mexico, and the Caribbean. CRM is a cross-functional enterprise system that has the capacity to integrate into sales of the company, marketing, and customer service for the implementation of the business strategy of the company for a specific time period.
CRM system includes a family of software modules that has the potential to provide the tools that enable the business too consistently for their promotion to the highest levels of service as in favor of the company. The company has applied CRM with an articulated and integrated approach to help all the stakeholders in customer-focused businesses. The company has applied CRM through a strategic decision as the executives of the company had felt that the company lagged a customer-focused approach and the previous strategies were not in a position to deliver the desired results as in the form of sales as well as revenue in favor of the company. The key application components of the CRM have helped in the promotion of customer relationships through enhanced sales, better marketing tools, improved customer services and customer support for the retention of the employees.
The sales of the company were supported and managed through the application of components of the CRM with better sales activities. These components have optimized cross-selling with an up-selling to the customers. These components have also helped in the shape of better contact and excellent account management.
The application of the components has helped in tracking the relevant data about every past and planned contact. These tools have also helped for the development of a network of a prospect for its utilization to promote help for the customers in the sales and marketing with efficient services as delivered by the professional. The marketing professional has accomplished direct marketing campaigns through automating such tasks as making sure that all the calls are returns. These components have provided for the promotion of services to the customers to make them sure that all the calls will be called back in accordance with the customer’ s needs.
These components have helped in the retention of the employees and for the implementation of the loyalty programs through identification, reward, and market assessment.
1. Hart-Davidson, William, Grace Bernhardt, Michael McLeod, Martine Rife, and Jeffrey T. Grabill. 2008. "Coming to Content Management: Inventing Infrastructure for Organizational Knowledge Work." Technical Communication Quarterly 17, no. 1: 10-34
2. Pennington, Lori L. 2007. "Surviving the Design and Implementation of a Content-Management System." Journal of Business & Technical Communication 21, no. 1:62-73.
3. Desbarats, Gus. 1995. Usability: form that says function. Industrial Management & Data Systems 95, no. 5:3-6.
4. Ka-Ping, Yee. "User Interaction Design for Secure Systems." Information and Communication Security 2513, no. (2002): 278-290.
5. Joachim, David. "CRM tools improve access, usability." (cover story). B to B 87, no. 3 (March 11, 2002): 1
6. Cappel, James J., and Huang Zhenyu. "A Usability Analysis of Company Websites." Journal of Computer Information Systems 48, no. 1 (Fall2007 2007): 117-123.
7. Roy, Marie Christine; Dewit, Olivier; Aubert, Benoit A. 2001. "The impact of interface usability on trust in Web retailers." Internet Research 11, no. 5:388-398.
8. Desbarats, Gus. 1995. Usability: form that says function. Industrial Management & Data Systems 95, no. 5:3-6
9. Mirel, Barbara, and Leslie A. Olsen. "Social and cognitive effects of professional communication on software usability." Technical Communication Quarterly 7, no. 2 (Spring98 1998): 197
10. Pennington, Lori L. 2007. Surviving the Design and Implementation of a Content-Management System. Journal of Business & Technical Communication 21, no. 1:62-73
11. Høegh, Rune Thaarup, and Janne Jul Jensen. "A case study of three software projects: can software developers anticipate the usability problems in their software?." Behaviour & Information Technology 27, no. 4 (July 2008): 307-312.
12. Gartner, Inc (2008-09-12). "Gartner Says Worldwide Customer Relationship Management Market Grew 23 Percent in 2007". Press release. http://www.gartner.com/it/page.jsp?id=715308. Retrieved 2008-08-15.
13. Bent Flyvbjerg (2005). "Design by Deception: The Politics of Megaproject Approval." Harvard Design Magazine, no. 22, Spring/Summer issue, pp. 50-59.
14. Carl R Rogers; Fritz Jules Roethlisberger (1990). Barriers and gateways to communication. Boston, Mass.: Harvard Business Review. OCLC 154085959
15. Sullivan, arthur; Steven M. Sheffrin (2003). Economics: Principles in action. Upper Saddle River, New Jersey 07458: Pearson Prentice Hall. p. 29. ISBN 0-13-063085-3.
16. Duening, Thomas N., Hisrich, Robert D., Lechter, Michael A., Technology Entrepreneurship, Academic Press, 2009. ISBN 978-0-12-374502-6
17. Moon, J., in The International Directory of Corporate Philanthropy C. Hartley, ed., Europa, London. 2003.
18. Schwartz, S. H. and Boehnke, K., Evaluating the Structure of Human Values with Confirmatory Factor Analysis. Journal of Research in Personality 38, 230–255. 2004.