Read the case study and answer discussion questions.
Read the CRM at Minitrex Case Study in the uploaded document. Answer the Discussion Questions at the end of the Case Study.
Your responses must be complete, detailed and in APA format. All work must be 2 FULL pages, single spaced, 12 font Times New Roman. The cover and reference page must be on separate pages. Please DO NOT include the question in your work as only your findings should be submitted. Please add at least 5 references.
Here is the textbook.
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Case Study
Discussion Questions
Question 1
Minitrex has been facing many issues when dealing with some of its customers in the recent past. In the case study, poor customer relationship management aspects of the company are discussed in great depth. The first scenario that is given is where a salesman in the firm had been on a call with a customer where he had been made to look unprofessional. The salesman was unaware that they were talking to a customer of the company and that the client had been called for the second time that week. There are several reasons that can be used to explain who it is possible for someone at the company to call a customer and not know that it is an already existing client. This happens where the customer contacts center is not integrated and accessible to all the salespersons. In such a scenario, a salesperson may find themselves in uncomfortable situations where they call existing clients thinking that they are potential customers.
Such a scenario can also happen where there is no direction of command in the customer care department.
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