Ref: ict0012 This paper aims to examine how customer relationship management (CRM) systems are implemented within the business-to-consumer (B2C) retail sector in the UK. The study challenges the image of call centres with the utilisation of a case study within a retail setting. The focus is placed on the strategic implementation of CRM applications and to explore how such systems are used to support customer relationships. Current CRM systems are dominated by operational applications such as call centres. Call centres are growing at exceptional rates, yet little is known about employee well being and customer satisfaction. Therefore this study aims to determine the factors which affect the well being of employees working in a call centre environment. The analysis suggests issues involving the structure of the organisation and its approach to staff issues such as their well being, recruitment, motivation and morale, are of particular concern for the implementation of CRM systems.
Aim of Chapter Introduction Dissertation Aims Dissertation Objectives Framework of the Thesis Limitations of Study Aim of Chapter Synopsis of CRM Evolution of CRM The Emergence of CRM in the retail services industry The implementation of CRM systems Internet as a tool for Customer Relationship Management Customer Satisfaction through e-CRM Conclusion of Chapter Two Aim of Chapter Customer Centricity Customer perceptions of call centres CRM systems and call centres The use of technology Call Distribution Performance Monitoring Stress Feedback Conclusion of Chapter Three Aim of Chapter Secondary Research Primary Research Questionnaire Surveys Interviews Case Study Conclusion of Chapter Four Aim of Chapter Introduction Company Insight Personnel Current Technology AFS customers Conclusion of Chapter Five Aim of Chapter Questionnaire Analysis Customer service and CRM Stress levels in call centres Performance Monitoring Relationships between management and call centre agents Call handling Interview Analysis Implementation of CRM and CRM use Employee Focus Conclusion of Chapter Six Aim of Chapter Reflection and Evaluation Reflection of Personal Learning Limitations to Study Recommendations for Future Research How To Order 1. Select reference number ict0012 from the dropdown list 2. Click the PayPal button 3. Click the "Click Here" button on the PayPal page to submit your credit/debit card payment 4. We will email your chosen dissertation in PDF format within 24 hours |