Importance of CRM for Managers

Importance of CRM for Managers

In the words of (Brockman et al., 2017), Customer relations management is vital in the system as this incorporates the behavior the people and making them deliver the required products and services to the customers.

It has been evaluated that the success of the organization can be derived with the development and building of good relations with the customers in the market. Customer relationship management has been the key to the success of the organization and delivering the best services to the customers.

It is essential for Kokonut Grove to grab the opportunity in the market and to deliver success to the customers. It is essential for developing relations with the customers so that they could be delivered with satisfaction with demanded products and services.

Managers find it is important for the Kokonut Grove to have customers relationship management as this will enable it to improve the retention of the customers in it.

In addition to this (Kale, 2014), has given its focus on efficiency of CRM tool for collecting data by having an effective interactive session or communication in the organization. It is required for the Kokonut Groveto have an open session with the customers so that their needs and expectations could be measured.

It will help in developing the base for the organization and making the availability of products and services accordingly.  CRM tools are efficiently used by engineers in the system for the integration and development of relations with the customers and produce the respective products.

It is scalable and measurable, which helps the engineers to identify the propensity for increasing the sales in an effective manner. In contrast to this, (Bhat and Darzi, 2016) have stated that engineers make the judgment on the basis of data they measure in quantitative terms.

It does not give its emphasis on qualitative aspects, which affects the customers in a diligent way. The concentration should be made on the customers and their willingness to avail the products and services.

This would help in the promotion of healthy relations with the customers and having a great impact on increasing their value in the organization. It is required for grabbing the position in the competitive market as customers are the strongest asset for the organization and its survival.

As per the article (Hatfield et al., 2019), customers’ relations management is vital for managers as this improves cross-cultural communication in the organization. It helps in identifying number of alternatives through which it could satisfy the customers and deliver great success.

Enhancement in decision-making activity would enable the organization to grab the position in the market and deliver the required products to the customers. The number of alternatives will enhance or improve marketing communication in the organization.

This would help in increasing the sales and make the organization to attain large number of profits. It is also required for reducing the cost in Kokonut Grove for the practices that have been made for attracting the customers and providing them the Satisfaction.

Moreover (Bhat and Darzi, 2016), maintenance of relations with the customers makes the organization generate its goodwill in the market with the promotion of its brand.

This increases the value of its products and services in the market with the enhancement in the efficiency and reduction in cost.  High reputation in the market automatically makes the organization have large number of customers associated with it. Thus, it ensures the organization that it has effective customer relations as it would make them retained in it with its reputation and goodwill in the market.

In the opinion of (Mojibi and Hosseinzadeh, 2016), various software is used by the organization to have customer relationship management for having large number of customers.

Most effective tool or software that has been used in the Kokonut Grove is custom software which is handled by engineer with the support of managers. It is required for managing the customer relationship management for having large number of solutions with customized system.

This makes the organization to design the structure in such a manner, which will help it to develop and maintain the CRM in an appropriate manner. The software is costly and expensive in nature which depends on the deigning or quotation of the products and services. In addition to this (Muric, 2017) has given its focus on the role of manager for hiring the respective engineers so that they could manage the relations with the customers in an effective manner.

It would help Kokonut Grove to maintain its relations not only with the existing customer but also to build its relations with new customers. The manager makes the usage and development of various marketing strategies so that it could have number of customers, which are required for meeting with competition in the market.

According to (Brockman et al., 2017), marketing of products and services is essential for the organization so that it could focus on the business and its success. It enables the manager in Kokonut Grove to have both the positive and negative experiences so that it could be handled in an effective manner.

This could be managed with effective communication channels, which are required for managing the negative perspective of customer by converting it into the positive nature. Nurturing the experience of the customers is essential in the organization for improving the loyalty of the customers towards the products and services.

A manager makes their effective contribution in strategizing the things in the organization so that they could help in retaining the customers and attracting the new customers in the organization.  This will make the managers earn revenue in the market with the recognition of its brand name in the market.

It is required for attaining success in the organization with the delivery of respective products and services to the customer. The support of managers is required at every stage for taking corrective decisions in the organization(Muric, 2017). Thus, growth and development of the organization could be attained with the implementation of customer relationship management in it.

Importance of CRM for Managers


  • Bhat, S.A. and Darzi, M.A., 2016. Customer relationship management: An approach to competitive advantage in the banking sector by exploring the mediational role of loyalty. International Journal of Bank Marketing34(3), pp.388-410.
  • Brockman, B.K., Park, J.E. and Morgan, R.M., 2017. The Role of Buyer Trust in outsourced CRM: Its influence on organizational learning and performance. Journal of Business-to-Business Marketing24(3), pp.201-219.
  • Hatfield, R.C., Hoang, K., Ricci, M.A. and Thomas, E., 2019. Auditors’ Customer Relationship Management and Managers’ Cooperation with Auditor Evidence Requests.
  • Kale, V., 2014. Implementing SAP CRM: The guide for business and technology managers. Auerbach Publications.
  • Mojibi, T. and Hosseinzadeh, S., 2016. Strategies of Knowledge and Customer Relationship Management. Journal of Industrial Strategic Management1(3), pp.21-28.




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