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ESSAY 2
Introduction
There is an increase in the adoption and implementation of CRM systems across the
globe. Fundamentally, different CRM systems have varied usage and success rate statistics for
different users. The following table highlights a summary of various CRM statistics such as,
worldwide spending budgets on CRM software by suppliers, most desired features by users, the
rate of adoption of CRM software/systems, and the return on investment (ROI) for companies.
Noteworthy, the information provided below covers previous years’ statistics up to the year
2017.
Discussion
clients besides facilitating the management of client relationships with the company. Thus, it is
essential for companies to centralize their CRM systems around their customers to provide
ESSAY 3
client-oriented solutions. Again, an effective CRM system offers the customers a variety of
channels of interaction with the company. The latter helps to accommodate different user-
preferred communication methods with the service provider where need be. Nonetheless, the
company must also avail ample customer service resources to meet customers’ needs at various
On the other hand, research indicates an increase in the value of CRM from $36billion to
$40billion between 2016 and 2018 respectively (Lazar, 2017; Taylor, 2018). In 2018, research
indicates an increase in sales quotas to 65 percent for companies whose sales reps have adopted
mobile CRM. In contrast, companies without mobile CRM have recorded 22 percent in sales
quotas (Taylor, 2018). Moreover, there is a significant increase in accessibility to CRM software
from several devices such as, laptops, tablets, smartphones, and desktop. Recent estimates show
that 81 percent access CRM software using these devices. These statistics indicate an increase in
the overall spending and investment on CRM software among companies, with the objective of
enhancing the customer experience in addition to availing an array of online self-help options for
have generously contributed to the incredible growth of the CRM industry. The table below
outlines three selected companies and their respective CRM systems (see: Appendix). According
to Benzinga (2016), Wal-Mart’s Sam’s Club relied on traditional processes for customer
acquisition and engagement. However, after adopting the Salesforce CRM software, this
multinational has improved such activities and maximizing productivity. The Sales Cloud
platform has enabled Sam’s Club to automate its operations and processes and minimize gaps
between the physical and digital shopping experience. Additionally, this technology offers the
ESSAY 4
business an all-round view of mobile devices and key stakeholders across its various clubs
(Benzinga, 2016).
improved customer service standards for both companies. Starbucks’ consumers perform
approximately 20 percent of all transactions weekly (Koba, 2015). The Starbucks Loyalty
program has optimized ease of purchases besides offering incentives to its loyal customers in
distinct categories such as, welcome, green, and gold (Koba, 2015). McDonalds Singapore
Consequently, the customer service department is able to provide timely and tailored feedbacks
However, the use of CRM systems creates serious ethical and social difficulties for such
companies. For instance, since these systems rely on online exchange of information, it is almost
impossible to guarantee privacy and security of information. Lobato et al. (2017) argue that
customers’ data and information. Furthermore, they argue that social CRM initiatives create
ethical and legal issues resulting from unauthorized access of confidential client-related details
by third parties. On the contrary, Frow, Payne, Wilkinson, & Young (2015, p.22) argue that a
CRM technology may negatively affect customers. For example, malicious service providers
may use the intrusive capabilities of CRM technology to exploit customers. Again, they also
affirm that a poorly articulated CRM strategy or misinterpretation of the company’s CRM
strategic focus result in catastrophic outcomes for the company’s consumers. These ‘dark side
service provider behaviors’ often result in antagonistic interactions between service providers
Conclusions
Statistical evidence points to an increasing adoption of CRM systems across the globe in
managing customer relationships. Multinationals such as, Wal-Mart, McDonalds, and Starbucks
have maximized productivity and improved customer satisfaction levels after integrating various
CRM software into their processes. However, ethical and social ramifications surrounding CRM
technology pose a dilemma for such companies. Research shows the possibility of customers’
exploitation by malicious service providers. Even so, the benefits accruing to CRM technology
strategies and relationship management advocate for the adoption of CRM systems across all
industries. Companies can overcome the ethical and social implications associated with CRM
References
Benzinga, R.C. (2016, July 28). Wal-Mart’s Sam’s Club selects Salesforce to Digitally
https://finance.yahoo.com/news/wal-marts-sams-club-selects-154031075.html
Frow, P., Payne, A., Wilkinson, I., & Young, L. (2015). CRM and customer management:
identifying and confronting dark side behaviours. The Dark Side of CRM: Customers,
Relationships and Management. In: Nguyen B., Simkin L., & Canhoto, A.I. (eds). p. 22.
https://marketingdiscussions.wordpress.com/2015/11/09/why-starbucks-wins-at-crm/
Lazar, M. (2017, May 12). E-Commerce CRM Software. IBM. Retrieved from
https://www.ibm.com/developerworks/community/blogs/d27b1c65-986e-4a4f-a491-
5e8eb23980be/entry/2017_CRM_Statistics_Show_Why_it_s_a_Powerful_Marketing_W
eapon?lang=en
Lobato, F., Pinheiro, M., Jacob, A., Reinhold, O., & Santana, Á. (2017). Social CRM: Biggest
Challenges to Make it Work in the Real World. In: Abramowicz W., Alt R., & Franczyk
https://doi.org/10.1007/978-3-319-52464-1_20
http://www.secondcrm.com/customers/mcdonalds
Taylor, M. (2018, June 6). 18 CRM Statistics You Need to Know for 2018. SuperOffice.
portal.org/smash/get/diva2:829886/FULLTEXT01.pdf
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Appendix