Management 515 Case Study

Verizon is faced with an issue whether to concentrate on the technology and forgo CRM initiatives to streamline the technological aspect or to concentrate on CRM to draw benefits from technology . The overall spending at Verizon has exceeded the budget limits and technological advancements have to be addressed to meet the business needs of the organization . MY suggestions to the Senior VP are to adhere to VP green as CRM initiatives would help to bolster technology . CRM has to be implemented in phases in to better evaluate the success of the initiative

and help manage budget issues in a better manner

Customer Relationship Management is the key to generate business in the telecommunication industry . CRM implementation in phases would help Verizon to understand the customers ' preferences and devise marketing strategy which is customer oriented . Pull based marketing initiatives which aims to establish long term relationship with the customers has to be devised to attract and retain customers in the current scenario . CRM implementation is a strategic activity with customers at the core of the process using technology to establish relationships across all channels of communication and business . Faced with budgetary deficit Verizon needs to generate repeat purchase and higher profitability . CRM implementation would help to reduce the cost involved in customer acquisition and also improve profitability of the organization Consistency of CRM initiatives in tandem with regular customer led marketing approach would provide greater insights to the organizational initiatives of Verizon . CRM implementation would help to reduce churn drive...