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Customer Relationship Management
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Customer Relationship Management

Project / Seminar Material
Reference ID: PS-256-TM

DEDICATION

This research work titled "Customer Relationship Management" is dedicated to God for his enabling grace and to all computer enthusiasts who help to make life a pleasant experience.



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ACKNOWLEDGEMENT

I owe my indebtedness to my Supervisor (Name of your Supervisor), the Head of Department (Name of your HOD), the Lecturers in the department of Business Administration and Management (BAM), Book Authors and Profound Scholars of existing/related research work for your moral support that facilitated the successful completion of my (Tertiary Institution level). I am grateful to God Almighty and my parent for their financial support in my career. I really appreciate you all for everything, Thank you very much.



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Customer Relationship Management

TABLE OF CONTENTS

Preliminary Pages CHAPTER ONE: Introduction
1.1 Background of the study
1.2 Statement of problem
1.3 Objectives of the study
1.4 Significance of the study
1.5 Limitations of study
CHAPTER TWO: Review Of Related Literature
2.1 Evolution of customer relationship management
2.2 Concept of customer relationship management
2.3 Categories of customer relationship management
2.3.1 Operational CRM
2.3.2 Analytical CRM
2.3.3 Collaborative CRM
2.4 Perspectives of customer relationship management
2.4.1 CRM from the Information Technology Perspective
2.4.2 CRM from the Customer Life Cycle (CLC) Perspective
2.4.3 CRM from the Business Strategy Perspective
2.5 Purposes of customer relationship management
2.6 Organizational performance
Chapter Three: Conclusion And Recommendation
3.1 Conclusion
3.2 Recommendations
References



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ABSTRACT

Changes in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growth of information technology are of motives for performing activities in such an environment). Pursuing the objective of improving customer relationship, some companies, today, step into rapid and instant development of their markets. Consequently, designing Customer Relationship Management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise.
Accordingly, regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be a vital and essential capability for earning profit from companies' activities and competition with peers. Hence, information and relations are employed for managing the firms as vital tools for seizing opportunities and tackling future issues. Given the information only employed to support a company's performance making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be extremely difficult for the company.
Moreover, since increase of competitive ability is accompanied by making greater profit for trade, methods of raising competitive ability is an interesting and critical issue. Therefore, fostering unity in the interrelated sectors through information technology, cost reduction, and development of low-level relations with customers, companies can achieve greater profitability.




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Customer Relationship Management

CHAPTER ONE

1.0 Introduction
1.1 Background of the study
Customer Relationship Management, as a combination of individuals, processes, and defined technology, is the perception and management of customer relationship by focusing on developing relationship and retaining customers, and is aimed at maximizing the profit through achieving a desired balance between major company's investment and customer satisfaction. Furthermore, Customer Relationship Management is regarded as a set of processes and systems which support the business structure in sustaining profitability and maintaining relationship with key customers.
The principal and ultimate objective of Customer Relationship Management is to be able to know the customers well to provide more efficient service for keeping them forever. Nonetheless, understanding the concept and the main objective of Customer Relationship Management has not been brought to the end, and it is still under development. Customer Relationship Management may be assumed as a business philosophy, a business process, or a technology tool. As a philosophy of business, Customer Relationship Management guides companies to maintain customer relationships, and maintains the customer's high value among the extensive processes of management.
As a business strategy, it is an occupational strategy focused on the customer that evaluates their satisfaction and loyalty through making guaranteed offerand providing each customer with personal services. As a business process, it is defined as a flow of a huge mass of minicultures of impactiality and customer knowledge creation. Moreover, it represents a technology or a technological choice in improving organizations' long-lasting relations with their customers.

1.2 Statement of problem
Since the main goal of an organization is to satisfy the needs of customers which will lead to increased profit. This indicates that without the existence of customers business activities will be futile. Business owners often concentrate on the improvement of their products, this is one of the basic features of the production concept. Often they ignore their customer care and relationship; as a result, many of their customers move their purchasing interests to organizations who can serve them better. The problem here is that they fail to understand that customers' value, care and concern is far above the product quality. So organizations tend to try their best as much as possible to retain their customers and even attract more.
Organizations at times are faced with the problems of effectively targeting customers, developing strategy to achieve target behaviors, behavior maintenance and segmentation of customers based on customer profile and customer life-cycle stage.
Various methods and strategies have been employed by organizations in order to make sure that they will achieve the above stated. But their efforts seem futile.
It is on this premise that this study wants to examine the concept of Customer Relationship Management.

1.3 Objectives of the study
a) To examine the concept of Customer Relationship Management
b) To bring out the distinction between customer relationship and organizational performance.
c) To show that Customer Relationship Management is a tool for acquiring high organizational performance.
d) To determine the role customer service relation plays in every organization

1.4 Significance of the study
This research study will be useful for consumers, producers, managers and government. This work is carried out because recent research findings show that customers still complain of ill-treatment by company attendants and those entangled in service deliveries. This means that in some organizations, the customer is not yet the king as the saying goes that “the customer is always the King”. This study intends to show the effect of Customer Relationship Management on organizational performance so that the aims and objective of the organizations can be achieved with minimum error.

1.5 Limitations of study
In carrying out this research there are possible constraints which may occur which pose little hindrance to the effective and successful completion of the project work by the researcher. Such constraints are highlighted as follows; financial constraint i.e, there is limited finance available in harnessing research materials such as foreign journals, publications, e.t.c. because the cost of getting research journals were quite enormous to be used in the research work. Time was also a constraint as time frame that was given in carrying out this seminar was limited.

CHAPTER TWO

2.0 Literature Review

2.1 Introduction

This chapter focuses on the review of related literature. A literature review includes the current knowledge as well as theoretical and methodological contributions to a particular topic. It documents the state of the art with respect to the topic you are writing. It surveys the literature in the topic selected. In this research work the literature review includes the …

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Proposal Writing Format under Business Administration and Management


Customer Relationship Management is a proposal topic for final year research work, which comprises the major and elective project proposal writing sections for Customer Relationship Management research work.

Major Sections
  • Motivation for Embarking on the Project

  • Brief Background of Study

  • Statement of Problems

  • Aim of the Study

  • Specific Objectives of the Study

  • Significance of the Study (Who benefits from the project and how?)

Elective Sections
  • Relevant Research Questions

  • Relevant Research Hypotheses


Defense Procedure for Business Administration and Management Researchers


Know your Project / Seminar Work (Customer Relationship Management): Here are the key point to study if your work is cumbersome or not.

  • Abstract

CHAPTER ONE

  • Motivation / Statement of Problems
  • Aims & Objective of Study
  • Scope of Study
  • Significance of Study

CHAPTER TWO

  • State two or more citation from your review of related literature.

CHAPTER THREE

  • Know the methodologies, tools and techniques used.

CHAPTER FOUR

  • Justification of your work and things to adhered to before using the system or research work.

CHAPTER FIVE

  • Conclusion and Recommendation

Dress Code: Your dress code should be cooperate wear for example; putting on suit and tie during project defense gives you an automatic mark without a word.

External Examiner / Supervisor Questioning & Student Answering: Questions will come from the research work, any difficult or unknown question, kindly say "Sorry Sir/Madam, the question is not within my scope of study".


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