Customer Relationship Management (CRM) Case Study Essay

Customer Relationship Management (CRM) Case Study - Essay Example Customer relationship management (CRM) is an approach to managing a company's interaction with current and potential future customers. It tries to analyze data about customers' history with a company and to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. This essay approves that overly can link a branch’s revenues with the level of successful CRM achieved by the use of Oracle CRM technology, which can, in turn, be assessed from the customer satisfaction assessment surveys. In this strategy, the branch that has the most satisfied customers gains a larger share in the profit as compared to others. This would motivate the leaders to take the necessary steps to incorporate the Oracle CRM technology in the organizational work setup. No change is effective without a carefully designed change management plan in place. This paper makes a conclusion that the branch managers should conduct meetings with their staff to make them aware of the need and significance of incorporating the Oracle CRM technology in the work setup so that the subordinates understand them and do the needful to make the plan useful and effective. In addition to that, Overly needs to provide the staff at all branches with the training and education required to operate the portal. Providing the staff with an opportunity of maximizing their earnings and gaining training and education for free are some of the most effective ways of quick development of an enterprise-wide CRM mechanism.