This particular article will tell you all you need to know about the CRM initiative. Make sure you read until the end.
|OBJECTIVE OF THIS ARTICLE
At the end of this chapter, readers would be able to know those
v Elements or pre-exquisites that are necessary in order for an organisation to have a successful customer-centric enterprise.
v They will be able to know the role that technology and internet play in a customer-centric enterprise.
The word “drivers” are not strange, even to a layman. They are the one saddled with the responsibility of taking you to your desired destination (s). Don’t be surprised, CRM as a concept has its own drivers! They are some components that must be present before you can achieve a desired customer-centric enterprise. Let’s journey together as we look at the four drivers employed by CRM.
In the past, Mr Adio could not do anything from his current account domiciled with an old generation bank without reaching the Bank’s office at Victoria Island in Lagos. When the bank launched itself on the internet, it was a relief to him. He could now transfer money from one account to the other, to check his balance, pay his staff and withdraw from the ATM. He could now shop online while his bank settled the bills on his behalf.
- Technology as part of CRM initiative
Having gone through this chapter, you should have known the four drivers of CRM. We have said that the drivers of CRM include: location, size, internet and technology. They are the ones that help in breaking barriers in many organizations. They allowed organizations to get in touch with their customers irrespective of their locations.
- In your own view, why do you think that CRM drivers are very essential for any CRM endeavour?
- Why do you think that many organizations in Nigeria preferred to do business from a product perspective?
- What can you say about customer Protection Council (CPC) and the need to protect the interest of consumers in Nigeria?
- What role do you think ICT will play in helping a Customer-Centric Enterprise to achieve their objectives?
- How do you think the newly introduced cashless policy introduced in Nigerian banks will help banks to serve their customers better?
- Some have argued that Nigeria is not ripe for cashless policy. As someone that is knowledgeable in CRM, how do you think low bandwidth and internet facility will impact on the growth of cashless policy?
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