Wk 4 Discussion 3

Discussion Topic

Review this week’s course materials and learning activities, and reflect on your learning so far this week.

Respond to one or more of the following prompts in one to two paragraphs:

1. Choose a topic from this week’s course materials, and summarize what you learned about the topic. Provide citation and reference to the material(s) you discuss. Describe what you found interesting regarding this topic, and why.
2. Discuss a key knowledge, skill, or ability you gained from your learning this week. Describe how you will apply that learning in your daily life, including your work life.
3. Describe 2 to 3 ideas, topics, or concepts from this week’s course materials for which you would like to learn more, and why. Describe what may be unclear to you, and what you would like to learn.

Students need to contribute two substantive posts in this discussion by the due date indicated. The substantive posts can be any combination of responses and replies.

PEER 1

“A contact management CRM system maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information. For example, a contact management system can take an incoming telephone number and automatically display the person’s name along with a comprehensive history, including all communications with the company. This allows the sales representative to personalize the phone conversation and ask such things as, “How is your new laptop working, Sue?” or “How was your family vacation to Colorado?” The customer feels valued, since the sales associate knows her name and even remembers details of their last conversation. ” (Baltzan, 2018, ).

Technology is amazing! I have noticed the ability for customer call service, I call in and they already know who I am. Usually I just need to verify the account with a few details but they already have my information readily available. It makes it very easy if I refer back to a previous phone call and they respond “Oh yes sir, I see that here.” I remember many years ago, when the response would have been, “that wasn’t me” or “sir we would never offer that” Leaving me with a feeling of frustration trying to prove a conversation, I knew took place.

Reference: ´Baltzan, P. (2018). Business Driven Technology (7th ed.). Retrieved from The University of Phoenix eBook Collection database.

PEER 2

“Customer relationship management (CRM) is a means of managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability. CRM allows an organization to gain insights into customers’ shopping and buying behaviors. Every time a customer communicates with a company, the firm has the chance to build a trusting relationship with that particular customer. Harley-Davidson realizes that it takes more than just building and selling motorcycles to fulfill the dreams of its loyal customers. For this reason, the company strives to deliver unforgettable experiences along with its top-quality products. When the company began selling products online it found itself facing a dilemma—its online strategy for selling accessories directly to consumers would bypass Harley-Davidson’s dealers, who depend on the high-margin accessories for store revenues. The solution was to deploy Harley-Davidson.com, which prompts customers to select a participating Harley-Davidson dealership before placing any online orders. ” (Baltzan, 2018, ).

I found the story about Harley-Davidson to be interesting. They wanted to ensure that they protected their vendors from losing out on potential sales, while also making sure that they were able to give their customers the best experience. I think they might have tried for a greedy more ambitious solution of trying to support their customers directly and cutting out the dealerships.

Reference: ´Baltzan, P. (2018). Business Driven Technology (7th ed.). Retrieved from The University of Phoenix eBook Collection database.