Customer Resource Management (CRM)

Paper Summary:

This paper discusses different recommendations for Customer Resource Management (CRM) systems to be used by Kucera Clothiers in their implementation of a CRM (Customer Resource Management) System . The author points out that Kucera Clothiers desires to improve service to customers by tracking customer purchases at both the brick and mortar stores and online. The paper relates that a CRM system provides seamless access to customer's information and the ability to leverage this information quickly for trends and analyses while working with customers.

From the Paper:

"The recommendation made is for the implementation of a CRM (Customer Resource Management) System to improve service to customers by tracking customer purchases at both the brick and mortar stores and online. Customer Resource Management (CRM) systems provide seamless access to customer's information, ability to leverage this information quickly for trends and analyses while working with customers, and well organized information that is retrievable from multiple access points. However, CRM systems often require an organizational wide implementation, which may replace already proven systems, would require substantial installation time for mapping existing data, and significant training time for all employees. Different forms of CRM are also possible, in part depending on the type of information to be gathered and tracked. Kucera Clothiers has more than 3,500 locations and 100,000 employees throughout the world, selling both in brick-and-mortar stores and through a website for online sales."

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