Submitted by: Submitted by fcarter82
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Date Submitted: 05/27/2012 08:02 AM
CRM 1
Improving Customer Service
With
Customer Relationship Management (CRM) Systems
Francena Carter
Knightparis82@yahoo.com
IS535ON_B Managerial Applications of Information Technology
Prof. Burris
March 11, 2012
Table of Contents
Proposal2
Milestone 14
Milestone 27
Milestone 310
References13
CRM 2
In 1966 Best Buy opened up as the Sound of Music. Their name changed to Best Buy in 1983 when it started to expand and sold products at a discounted price. Today it is well known as the top provider in the consumer electronics industry. Best Buy is also rated as a Fortune 500 company and has a subsidiary that is a computer repair service called, The Greek Squad, along with that they are known for selling thousands of TV’s, Computers, Cameras, Games, Audio products and much more.
While Best Buy is the best largest and top selling electronic retailer in the states, it’s the worst when it comes to customer service. They don’t understand the customers’ point of view. They are focus on what is convenient for the company and not the customer. When you go into the stores, there is no staff waiting to assist you, you have to search and find someone on your own. When you do get service nobody has any knowledge of the product, disrespectful, or standoffish. You purchase a missing or defected product then have a hard time getting a replacement or refund for that product. Phones rings off the hook as if nobody is working, customers want their questions answered, they are being ignored, and it is not right. Customers should be your first priority and if they feel like they are not treated as if or fair they will take their business elsewhere.
Preliminary Problem Statement
The problem for poor customer service relies in the organization. You have people within the organization that are unhappy, miserable, and unfaithful. There are some in the organization who are unhappy because of their salary. Since they don’t get paid enough they don’t have to answer...