Customer relationship Management
Necessity of CRM in Posten?
As Posten group is primarily a service company which includes letter service, courier service, package delivery, and logistics they can assess the performance of the company based on characteristics like customer satisfaction on the services, efficiency of customer support, customer relationship.
There is a need for forecasting the sales for the future, sales trends both region wise, season wise and type of service wise, need to identify the areas where sales are lacking.
Solutions provided with CRM
With implementation of CRM which is in seam with all the functional modules of their system they can achieve better customer satisfaction, loyalty, accurate sales forecast, trends, find
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Employees/Personnel has big responsibility in providing effective services in the areas like postal services where distribution/handling of parcels/customer support are some of the important
There is requirement for recruiting, evaluating the employees, carry out training activities and payroll maintenance, better time management, retention of good employees.
Solutions provided with HRM
With the implementation of HRM they can achieve better employee productivity, improve their compensation management, can reduce the attrition rates, and retain the talent in their organisation.
Oracle HRM/ PeopleSoft HRM tool consists of master data where there is complete and integrated employee/personnel information.
Personnel Management-
• Effective Recruitment process is held by filtering the applications (done months before the interview process) best suited for the job and then call them for interviews. Forecast the requirement of number of people to be hired based on attrition rates which could be analysed from the master database.
• Based on the feedback information provided, complaints registered they could evaluate the responsible employees and take certain action on them. Depending on the intensity, frequency of complaints they can either provide training or terminate the concerned employee. Since CRM is in seam with HRM the customer data can be easily
Or, then again perhaps, VTB can use the CRM structure to discover about better customer advantage, deliberately pitching, and market designs. According to Bang (2005) CRM is viewed as an educated business philosophy to make and keep up whole deal customer associations. For example, CRM system would be an enabling specialist of business comes about like future repeat purchases. VTB's should use the CRM as a focus business methodology to robotize customer advantage. All things considered, customers tend to put orchestrate at long last and expect the package passed on time. Henceforth, on the operational side, data must be gotten, fused, arranged and fulfilled, to satisfy its targets (Bang 2005). The operational viability of the CRM structure is to accumulate the data from customer to be deciphered later on to
If these metrics are met the organization will have no problem attracting and retaining new employees. (Ops, 2012) Dealing with the firing and hiring of new employees can become expensive as well detrimental to the morale of the company. Having an employee satisfaction score card can help the organization determine employee needs and overall feelings about the organization. Collecting a survey on things that matter to their employees will give the organization an idea of their needs which will help improve production.
The function of Human Resources in corporations usually includes the use of metrics and analytics through collection of data on the employees’ efficiency. HR metrics are used to quantify the cost and the impact of employee programs and HR processes and measure the success or failure of HR initiatives (Missildine, 2013). The company is able to track trends and changes with the data collected as it provides for measurement function that helps with HR planning. HR metrics measure the value of the time and money spent on HR activities in the company and together with HR metrics is the HR analytics which is the process of combining data mining with business analytics techniques to analyze human resources data (Missildine, 2013) and provide an organization with considerations for the effective management of employees and quickly and efficiently reach organizational goals. The main issue lies on whether the managers know what to measure and how measurement must be conducted.
Moreover, the company has placed great significance on open and honest communications with the employees on many levels. Even more, leadership expected a plan that would utilize all human assets in a way that would support the organization’s attitude in servicing customers and employees. As such, they found it important to centralize the staffing initiative in order to maintain the unique corporate culture created in the beginning. Every one of these strategies would be focused on centralizing staffing, brining in the best possible employees, and retaining each on a high
...agement position holders. It is their job to effectively recruit employees who they deem to be the most qualified through internal sources, external sources, and completion of the RJP. By recruiting a potential qualified employee, translates to a worthwhile training and development stage for the company because it is beneficial for the development of the long run career of the new employee. It is essential for management to buy into the system the organization has proposed and implement it to achieve maximum effectiveness of their employee. The recommended performance management strategies boost the motivation of the new employee and will most likely lead to a successful career in the firm. An HRM system through which all of the company’s departments are integrated, can improve the efficiency of all individuals in the company, and therefore a company’s bottom line.
Human resource management (HRM) encompasses the activities of acquiring, maintaining, and developing the organization's employees (human resources). "The traditional view of these activities focuses on planning for staffing needs, recruiting and selecting of employees, orienting and training staff, appraising their performance, providing compensations and benefits, and making their career movement and development." HRM involves two aspects:...
It seems that HRM is so crucial to the organization, for what it does has nearly covered all aspects of the business – from strategic planning to the training and development, but unfortunately, its importance has not been accepted by everyone. As proposed by Morton, C, Newall, A. & Sparkes, J. (2001) there are three different views of HR function within the...
Human Resource Management (HRM) is defined as “Administrative activities associated with human resources planning, recruitment, selection, orientation, training, appraisal....” (www.bd....). HRM of an organisation is responsible for the move ‘overall’ management of the workforce in the organisation, i.e. coordinating the ‘activities’ of staff.
The employees are the greatest asset to an organization; and hence, investments on human resources should not be omitted. HRM involves the planning of the practices and processes, which shapes the organization’s culture and values. With proper planning, the values can crumble leading to undesirable employee’s behaviours. This would greatly disrupt the organization undergoing change or development.
Companies are beginning to move their CRM application out of data centers and onto the cloud making CRM less expensive and easier to expand. (Shein, 2009) Technology advances are also allowing companies to begin to take better advantage of big data, combing internal data with social media and mobile to deliver more business value. (Goodwin, 2013) In the future, more devices will be connected to the Internet. Cars, buildings, bodies and many other things will be connected through sensors and it is expected that this increase in information will continue to drive the changes in CRM and how it is used to support sales, marketing and customer service. (Sartain,
Human Resource Management (HRM) can be defined as “the set of programs, functions, and activities designed and performed in order to capitalize on both employee as well as organizational effectiveness. It is a management function that helps organization in recruiting, selecting, and training, developing and managing
According to Storey, HRM has a very different approach to employment which looks for competitive advantage by strategic deployment of highly committed workers. Therefore, this includes structural, cultural and different personnel techniques. HRM includes many activities such as HR planning, staffing, training and development, compensations and benefits, labor relations and performance management.
Human Resource Management (HRM) is fundamentally another name for personnel management. It is the process of making sure the employees are as creative as they can be. HRM is a way of grouping the range of activities associated with managing people that are variously categorised under employee relations, industrial/labour relations, personnel management and organisational behaviour. Many academic departments where research and teaching in all these areas take place have adopted the title department of human resources management. HRM is a coordinated approach to managing people that seeks to integrate the various personnel activates so that they are compatible with each other. Therefore the key areas of employee resourcing, employee development, employee reward and employee involvement are considered to be interrelated. Policy-making and procedures in one of these areas will have an impact on other areas, therefore human resources management is an approach that takes a holistic view and considers how various areas can be integrated.
Recruitment refers to those activities that an organization tries to attract people for applying a job in the organization. From these activities, chances will be given for people to apply jobs from there organization. An effective recruitment should have a right person in the right place at the right time; the main way to attract applicants can be listed as follows, walk-ins, employee referrals, advertising, websites, professional associations, educational associations, professional agencies, E-recruitment and world-of-mouth. Applicants can get some recruit informations form different ways; employees will provide a job description for those who are interested.
Customer relationship management system is a form of information technology in which information is gathered on customer knowledge (Pai & Tu, 2011). This concept is an asset to organization in the service industry as they can get an insight into what customers are thinking and what they want and need in the services and products they are receiving. I have a certain interest in the way customer feedback can affect an organization and what an organization can do with that information. Customer relationship management system is the exact acquisition and usage of that customer feedback. I chose this topic to learn more about a concept I am passionate about.