Implement Continuous Improvement for CRM Systems - myassignmenthelp

Question: Discuss about theImplement Continuous Improvement for CRM Systems. Answer: On conducting research on both the systems (Customer Relationship Management and POS system), it was found out that CRM systems will help companies to manage as well as analyze customer interactions and data throughout the customer lifecycle with a goal to bring improvement and maintain relationships with the customers and assist in customer retention and drive sale growth in the near future (Trainor et al., 2014). There are several benefits associated if companies start implementing Point of Sale system in their operations as it will improve stock control, there will be speedy checkout, fewer repairs as well as provides security and loyalty cards to the customers. Both the systems, if implemented in this retail store will benefit all of us. And I would like to personally talk about the benefits of both the systems one by one. By installing CRM software, it will be easy for us to get access of customer information as well as can be documented into a single CRM database where the business users can easily access the information and manage quite efficiently without any issue (Rahimi Kozak, 2017). By implementing POS software, the retail store would be able to conduct operations with increased efficiency. This software system help in creating detailed inventory reports as well as allows the business to manage the inventory flow smoothly as well as efficiently (Khodakarami Chan, 2014). As a team leader, I would use interactive session methods where I would mentor and coach my team members by explaining the usage of both the new systems on how effective it is to use CRM software and POS system in the retail store. There will be transparent communication where all the team members will be free to share their opinions, views and feedback so that there is no confusion about implementation of new systems (Hollensen, 2015). Firstly, I would talk to that employee who is against both the newly introduced systems. After that, I would clear that employees doubts and make him understand first that implementing these new systems will make the job easier. I will further understand his viewpoint and provide a solution to it. There will be transparent communication where I will give enough time to listen to his grievances, viewpoint and queries. If I find that he is just over thinking or acting smart just to hamper the smooth work in the retail store, then I would give him a chance to improve and make him understand the importance of CRM and POS systems individually.V I will monitor the progress on weekly basis where at the end of the week, I will review each of the team members individually and take their feedback about the newly implementing software system (CRM system and POS system). Improvements can be judged when there is positive outcome from the newly implemented systems as they are quite beneficial for this retail store (Goetsch Davis, 2014). By using CRM software, it will be easy to enhance the marketing efforts to customers at various points in the lifecycle. The progress or improvements can be easily judged by the help of CRM software (Choudhury Harrigan, 2014). The system will help in tracking all the contacts as well as follow-ups between both the sides. To start with, i would like to highlight upon the recently implemented systems and these are Customer Relationship Management Systems and POS systems. After implementing this system, I can guarantee that this retail store will enjoy increase in profits in next few years and the work will be quite easy and comfortable for the employees. With the automated results, the employees can now relax as they do not have to work manually in any of the activities or operations after implementation of these new systems. I know change management or any change in this retail store is not easy for you to accept but this is something that will benefit all of us in long run. After implementing CRM system in this retail store, it will be easy to manage relationship with the customers and this I feel will be best practice till date as we are here to maintain cordial and long lasting relationship with our customers so that they come back to this retail store for purchasing any products or services from u s. It will even help in tracking customer contact information as well as interactions that will support the business in every possible ways. With the use of POS system, it will be easy to bring improvements in the stock control as it will help this retail store to manage the stock flow smoothly and efficiently at the same time. I need some suggestions and feedback from you because I feel there is always a room for further improvement in any changes that are implemented from our side. As a team, I am open to all negative and positive feedback that should be genuine and help us to bring any kind of changes in the near future. Any problem that is faced by you during understanding this concept should be highlighted with instances that will make the whole purpose feasible and viable. After getting the feedback from the staff members, if I find out that they did not understand the new system, then I need to report to my Senior Management. Personally, I found both the new systems quite beneficial for this retail store. And for this, I will further try to demonstrate practically the usage of these systems to the staff members so that they have visual presentation in front of them and that can make them understand in an easy way. Reference List Choudhury, M. M., Harrigan, P. (2014). CRM to social CRM: the integration of new technologies into customer relationship management.Journal of Strategic Marketing,22(2), 149-176. Goetsch, D. L., Davis, S. B. (2014).Quality management for organizational excellence. Upper Saddle River, NJ: pearson. Hollensen, S. (2015).Marketing management: A relationship approach. Pearson Education. Khodakarami, F., Chan, Y. E. (2014). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation.Information Management,51(1), 27-42. Rahimi, R., Kozak, M. (2017). Impact of customer relationship management on customer satisfaction: The case of a budget hotel chain.Journal of Travel Tourism Marketing,34(1), 40-51. Trainor, K. J., Andzulis, J. M., Rapp, A., Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM.Journal of Business Research,67(6), 1201-1208.