Your company expects the way its customers will access the CRM in the future will also vary and wants your team to make sure your updates are easily modifiable. Building off your group’s researched conversation on the discussion board (much like you would in a work setting on Microsoft Teams or Slack), compile your individual suggestions for your department head. Individually, write a 1- to 2-page memo for your department head. Complete the following in your memo: Describe how you propose reviewing the current CRM software to determine its level of modifiability (what will the team look for in the code?). Identify strategies to make sure your updates are modifiable. Consider the following related attributes: Readability Modularity Reusability Maintainability Identify the metrics and the tools you will use to measure modifiability. Cite sources to support your assignment.
Customer Relationship Management Memo
Memo
To:
From:
Date:
Subject: Customer Relationship Management
Customer relationship management is a model or strategy that deals with customer satisfaction and retention. One of the ways to modify the CRM for the better is to reward loyalty. Rewarding loyalty will increase customer retention as customers will look forward to receiving rewards for their loyalty. For the customer relationship management model to be moved to mobile platforms, the model must be mobile-friendly to increase readability. To increase modularity, the CRM can be divided into different partitions, which can be accessed and edited separately with a table of contents for easy access to all the pages of the CRM. The use of an attractive color scheme and attractive font makes the customer relationship management model more attractive to the eye and increases its readability (Juanamasta et al., 2019).
To increase maintainability, the customer relationship management model can be designed using specialized software such as Microsoft Dynamics CRM, making it easier to edit a post and maintain CRMs. Making dynamic CRMs that can be edited and changed due to changing factors (both internal and external factors) affecting the organization is another method of positively modifying a customer relationship management model. Maintaining simplicity when creating a customer relationship management model increases readability while also increasing maintainability. Simple documents and programs are also less prone to errors and easily reused if required. Readability can also be increased by using simple language that the customer can understand; this aspect is essential as not all customers have reached high levels of education. Lastly, the use of high-level programming languages can also increase usability as it is one of the inbuilt features of the software (Kumar & Reinartz, 2018).
References
Juanamasta, I. G., Wati, N. M. N., Hendrawati, E., Wahyuni, W., Pramudianti, M., Wisnujati, N. S., … & Umanailo, M. C. B. (2019). The role of customer service through customer relationship management (CRM) is to increase customer loyalty and good image. International Journal of Scientific and Technology Research, 8(10), 2004-2007.
Kumar, V., & Reinartz, W. (2018). Customer relationship management. Springer-Verlag GmbH Germany, part of Springer Nature 2006, 2012, 2018.