Academic Master

Business and Finance

Company Commute (CC) Analysis

Problem Statement

Company Commute (CC) is a medium-sized travel agency that is striving hard to gather more online customers, assist their current clients, and manage their queries on urgent basis.

Therefore, they are looking for CRM recommendations to handle these processes and assure complete customer satisfaction.Significance

Customer Care is one of the latest organizational processes that have become automated. This has become inevitable for the majority of the organizations to ensure that they are delivering maximum efficiency to their customers. In highly globalized and dynamic world, it is important that the organizations must respond and connect with their customers with high quality and without any delays.

Manually, it is not possible to provide 24/7 highly efficient and engaged services to the customers. Therefore, the organizations are implementing “Customer Resource Management” (CRM) software and strategies to ensure complete customer engagement and satisfaction. Considering this significance of CRM software packages, the respective proposal will briefly analyze and evaluate three major CRM packages that can be deployed by the Company Commute (CC).

Available Options

Salesforce CRM

Salesforce is the cloud-based CRM package that helps in developing efficient and immediate customer relations all across the world. Because of its efficiency, optimization, accessibility and availability, Salesforce has become one of the most popular packages that can be deployed at any level of organization. One of the best aspects of this package is that it is an integrated solution for marketing, sales, and CRM. Furthermore, it becomes more favorable as it is easily customizable depending on the needs and demands of the organizations. The customization helps in achieving better coverage of the targeted audiences.

Other than the stated benefits, the Salesforce CRM is also efficient in following CRM features:

  1. Lead management
  2. Customization and flexibility
  3. Integrated e-mail and live chat options for CRM purposes
  4. Global coverage and availability
  5. Increased productivity
  6. Market forecasting and predictability
  7. Cost:

Hubspot CRM

The Hubspot CRM is another popular package that is the idea of small scale and medium scale implementation. One of the main strengths of Hubspot is that it is simple and easier to implement. The staff can be easily trained to use Hubspot, and the package can be easily integrated with the current system. Hubspot can support all of the basic CRM manual processes in an automated manner such as scheduling, taking notes, sending emails, calling, live chatting, tracking deals, customer history evaluation, etc. With these benefits, Hubspot is a simpler package to implement.

Cost:

Zoho CRM

Their package that I would recommend will be Zoho CRM. It is a comparatively simple package with comparatively fewer features as compared to previous two packages. However, it is an ideal package for the small and medium scale organization with financial constraints and budgets to follow. Zoho provides functionalities that would include: email accounts, accounting tools, marketing platforms, integrated services, the market for casting and easier to implement the current system.

However, there are some of the weaknesses that make this package less favorable. One of those weaknesses is that it may duplicate leads and customer records. It has a comparatively weaker database management.

Concussion

Based on the above-presented recommendations, it is proposed that Salesforce CRM is the best option for the company to implement. This is because it will not only provide all the CRM features in best possible quality but will also be easier to handle when the scope of the company would grow. Furthermore, it is reliable and highly efficient in processing. With its compatibility with cloud computing, it is favorable for global coverage as well.

References

Cusumano, M. (2010). Cloud computing and SaaS as new computing platforms. Communications of the ACM53(4), 27-29.

Hill, T., Iglehart, H., & Shore, N. (2005). Customer Relationship Management Software. Recuperado a partner de http://www. know. com/piedmont/mba605/projects/crm_doc. pdf.

Krishna, S., Sahay, S., & Walsham, G. (2004). Managing cross-cultural issues in global software outsourcing. Communications of the ACM47(4), 62-66.

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