Customer Relationship Management

Paper Summary:

This paper explains that the State of New Jersey's Department of Treasury, Office of Treasury Technology, faces the same challenges as many public and private companies who also are striving to become more responsive to customer needs, while creating more efficient and cost-effective processes. The author relates that the CRM is a services organization to the many other divisions of the Office of Treasury Technology and, as a result, must focus first on managing the many expectations of these divisions and on balancing the workload in the process. The paper outlines the way that this CRM unit must attack the inefficiencies of manual processes, which actually hurt rather than help their ability to serve internal customers.

Table of Contents
Introduction
Background
Current Technology
Relationship to Current and Other Organizations
Conclusion

From the Paper:

"The Department of Treasury for New Jersey has many processes that are manually based, and therefore break down when someone is either out sick, resigns, or a new relationship manager is brought into the department. This reliance on manual processes is a major impediment to Customer Relationship Management team members in accomplishing goals on behalf of their internal clients. This is exacerbated by the fact that there isn't a known escalation process for service requests, support, information and problem identification and resolution."

Sample of Sources Used:

• Columbus (2003) - Configuration is at the heart of fulfillment for complex manufacturers. AMR Research. 2003. Boston, MA. Assessed from the Internet on March 21, 2006: http://lwcresearch.com/filesfordownloads/ConfigurationIstheHeartofCustomerFulfillmentforComplexProductManufacturers.pdf
• Dyche (2004) - The CRM Handbook: A Business Guide to Customer Relationship Management. Addison-Wesley. New York, NY
• Murphy (2002) - Reorienting Your Knowledge and Content Management Strategies. October 2002. Jim Murphy. AMR Research. Boston, MA.
• Thompson (2004) - Who Stole My Customer? Pearson Publishing. Addle River, New Jersey. 2004. Harvey Thompson.
• Berger, P.D. / Nasr, N.L. (1998), "Customer Lifetime Value: Marketing Models and Applications", Journal of Interactive Marketing, 12, 17-30.

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