“Customer Oriented Focused” Use of Technology Is Very Important for Achieving Success in Digital Economy as Described by the Case Study. Explore Any Other Real World Example and Describe How Their Successful Customer-

Customer Relationship Management (CRM) is a business strategy to select and manage customer relationships to optimize long-term value to an enterprise. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales and service processes across all direct and indirect customer interaction channels. CRM software applications can enable effective Customer Relationship Management provided that an enterprise has the right strategy, leadership and culture.

Customer relationship management is an important concept for Dell Corporation. Dell’s CRM strategy is established according to the following steps: First, make segmentation and identify customers. Segmentation on the basis of detailed data helped Dell build closer relationships with the customers. Then, listen their customers to make sure what they need and when they need then responding them. Besides that, learn from customers as much as possible (Michael Dell spends 40% of his time with domestic and international customers). Before building any product, they knew what the customer wanted and were able to deliver exactly that. To make this model successful it was important that the entire sales force is trained to understand the customer requirements and convey it to the production department. When customer support will sales over the phone and the internet.

The direct model and CRM Dell computers have started its unique direct selling model in PC market place. They cut the cost by eliminating the retail stores and spend those saved dollars on customer service and other after sale services in order to build great relationships with customers. Here are some direct model and CRM at Dell:

• Being able to contact with the customer directly so that can understand better they customer needs.

• Reducing the cost to reach the customer by eliminating middlemen

• Using saved dollars on customer service to increase customer satisfaction and customer loyalty.

• Building...