Select Currency
Translate this page

THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM)

Format: MS WORD  |  Chapter: 1-5  |  Pages: 86  |  2574 Users found this project useful  |  Price NGN5,000

  DOWNLOAD THE FULL PROJECT

CHAPTER ONE

INTRODUCTION

For any organization, either it’s a public sector; private sector or semi public, there is a need to understand what kind of service or products it offers, and for whom. The traditional marketing approach concentrates on the first term (the kind of services or products). Questions such as “whether the products are relevant to the customers?” ”are the customers have the willingness to pay the amount of money stack on the products?", "are the products or services meets the customer expectation?”, “what’s the value created to the customers?” as these have not come to the minds of producers or business managers. Over time there has been a gradual move in marketing thoughts and practices , from product centric approach to customer centric approach, and from concentrating on selling as much products as possible to acquiring , keeping , retaining and delighting as many customers as possible. This change in marketing prospective is taking place because of the high competition and the numerous alternatives provided to the customers. “The globally competitive market place provides today’s customers with choices never before imaginable by previous generations” (Hoots, 2005). Moreover, the customers in the new marketing approach moved toward the top of the pyramid with new terminologies like “customer is the king” and “customer always right” are intensively used by managers in today’s business environment. Hence, “the goal of every enterprise, once it strips away all the activities that keep everybody busy every day, is simply to get, keep and grow customers. Whether a business focuses its efforts on product innovation, operational efficiency and low price or customer’s intimacy, that firm must have customers or the enterprise isn’t a business”. (Peppers  & Roggers 2004).  

 “As more and more enterprises realize the importance of becoming customercentric in today’s competitive economy, they embrace Customer Relationship Management (CRM) as core business strategy” (Wu, 2008). Where CRM is away of “developing a comprehensive picture of customers needs, expectation and behaviors and managing those factors to affect business performance” (Hoots 2005). Or it is “about managing customer knowledge to better understanding and serving them”.(Rahimi 2008). It is also involves “continues use of refined information about current and potential customers in order to anticipate and respond to their needs and draws on a combination of business processes and information technology IT to discover knowledge about the customers and answer questions such as “who are the customers?”, “what do they do?”,and “what are they like?”. With such effective use of information and communication technology, organization can offer their customers a variety of products, lower prices and personalized services, at the same time in order to market effectively to the individual customers, companies gather information from both internal and external sources and use it to provide a unified view or profile of the customers for target marketing purposes” (Karakostas, et al., 2004). 

For granted, these information will help the organization to better understand its customers and tailor the services or products to meet their expectations and deliver high customer values.   

Referring to the above definitions, most CRM initiatives were for the private sector. The scope of this research shall discuss the possibility of applying CRM in a semi public enterprise working in Gaza Strip – Palestine the “Coastal Municipalities water Utility OTM”. OTM is a Semi – Public entity financially independent, responsible for the water supply services, wastewater treatment and disposal and storm water collection systems. The OTM is a consolidation of the Water Services of 25 Municipalities of Gaza five Governorates, and it seeks to become the only provider of water and sanitation services in all Gaza Strip localities.

In the case of the OTM, the definition of CRM may be slightly different; since the OTM is considers being the sole services provider for water and sanitation services and no competitors are apparent in the future horizon. The definition of CRM here could be adapted to “improve the level of services, optimizing the cost, and deal with customers as partners”. The problem in applying this concept is that the customers may resist such approach from semi public organization delivers public services. This approach may direct the OTM to apply much more creative ideas to ensure that the adoption of CRM concept will ensure its success in building long lasting relation with its customers, which consequently leads to effective customers' acquisition, satisfaction, retention and eventually decreases customer’s loss. 

  DOWNLOAD THE FULL PROJECT

THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM)

Not The Topic You Are Looking For?



For Quick Help Chat with Us Now!

+234 813 292 6373

+233 55 397 8005


HOW TO GET THE COMPLETE PROJECT ON THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM) INSTANTLY

  • Click on the Download Button above.
  • Select any option to get the complete project immediately.
  • Chat with Our Instant Help Desk on +234 813 292 6373 for further assistance.
  • All projects on our website are well researched by professionals with high level of professionalism.

Here's what our amazing customers are saying

Adam Alhassan Yakubu
UDS
Excellent work and delivery , I promise to share my testimonies everyone in need of this kind of work. You're the best
Excellent
Samuel From Ajayi Crowther University
You guys just made life easier for students. Thanks alot iprojectmaster.com
Excellent
Abdul Mateen Iddrisu
UDS
At first I taught is a site full of fraudsters until I saw my project in my Gmail after my payment.. THANK YOU IPROJECTMASTER and May God the almighty bless u guys abundantly
Excellent
JONNAH EHIS
Ajayi Crowther University, Oyo
I was scared at first when I saw your website but I decided to risk my last 3k and surprisingly I got my complete project in my email box instantly. This is so nice!!!
Excellent
Musa From Ahmadu Bello University
Thank you iprojectmaster for saving my life, please keep it up and may God continue to bless you people.
Excellent
Joseph M. Yohanna
Thanks a lot, am really grateful and will surely tell my friends about your website.
Excellent
Abdulrazak Bello Marsha
Usman Dan fodio University
It was quite a better guide for project and paper presentation purpoting. Many thanks.
Average
Abubakar Iliyasu Hashim
Federal college of education pankshin affiliated to university of jos
I am highly impressed with your unquantifiable efforts for the leaners, more grace to your elbow.I will inform my colleagues about your website.
Very Good
Dau Mohammed Kabiru
Kaduna State College of Education Gidan Waya
This is my first time..Your service is superb. But because I was pressed for time, I became jittery when I did not receive feedbackd. I will do more business with you and I will recommend you to my friends. Thank you.
Very Good
Temitayo Ayodele
Obafemi Awolowo University
My friend told me about iprojectmaster website, I doubted her until I saw her download her full project instantly, I tried mine too and got it instantly, right now, am telling everyone in my school about iprojectmaster.com, no one has to suffer any more writing their project. Thank you for making life easy for me and my fellow students... Keep up the good work
Very Good

FREQUENTLY ASKED QUESTIONS

How do I get this complete project on THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM)?

Simply click on the Download button above and follow the procedure stated.

I have a fresh topic that is not on your website. How do I go about it?

How fast can I get this complete project on THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM)?

Within 15 minutes if you want this exact project topic without adjustment

Is it a complete research project or just materials?

It is a Complete Research Project i.e Chapters 1-5, Abstract, Table of Contents, Full References, Questionnaires / Secondary Data

What if I want to change the case study for THE ROLE OF CUSTOMER RELATIONSHIP IN OFFICE TECHNOLOGY MANAGEMENT (OTM), What do i do?

Chat with Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

How will I get my complete project?

Your Complete Project Material will be sent to your Email Address in Ms Word document format

Can I get my Complete Project through WhatsApp?

Yes! We can send your Complete Research Project to your WhatsApp Number

What if my Project Supervisor made some changes to a topic i picked from your website?

Call Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

Do you assist students with Assignment and Project Proposal?

Yes! Call Our Instant Help Desk Now: +234 813 292 6373 and you will be responded to immediately

What if i do not have any project topic idea at all?

Smiles! We've Got You Covered. Chat with us on WhatsApp Now to Get Instant Help: +234 813 292 6373

How can i trust this site?

We are well aware of fraudulent activities that have been happening on the internet. It is regrettable, but hopefully declining. However, we wish to reinstate to our esteemed clients that we are genuine and duly registered with the Corporate Affairs Commission as "PRIMEDGE TECHNOLOGY". This site runs on Secure Sockets Layer (SSL), therefore all transactions on this site are HIGHLY secure and safe!