Here is assignment #2:
First let me introduce you to CRM, or Customer Relationship Management. The attached document contains an overview of what CRM is all about. Read it and use it to consider the following:
Companies that believe in CRM often face a problem. They have two major objectives that they need to meet, but unfortunately, they are sometimes considered mutually exclusive. That is, it is hard to succeed in one, without screwing up the other.
First, a company needs to be successful, and turn a profit. At the end of the day, the company needs to be profitable to survive. On the flip side, the company also needs to be able to satisfy the consumer, whose spending power is the lifeblood of the business. Unhappy customers, mean no business. But what happens if you are caught in between? What if satisfying the customers needs affects your profit margin?
Say you are the manager of a retail store. One morning, you come into work, and realize that two of your cashiers called out sick. There is a major sale going on, and you need to make sure all of your registers are covered. You could handle one of the registers by yourself, but that would keep you from managing the rest of the store operations. You could call in another employee, but because they would be working overtime, you would need to pay them time and a half…and you are already over budget for this months salary. Your boss frowns upon budgets being exceeded. Your third option is to just try and get by without two of the cashiers and ask your other cashiers to try and speed things up, while you walk the store and help customers….How do you handle this situation? What is best for you? What do you think will be best for the customers? What would be the best for your employees? What matters most in this scenario?
This may seem pretty simple, but there really isn’t a right or wrong answer. Is there something else you can think of to help solve this problem?
Again, please respond to this scenario in a 2-3 page paper. Justify your responses, and tell me how your solution relates to CRM
There are faxes for this order.