Customer Relationship Management Dhl Marketing Essay

To manage the all the information about customer that related to the organization in a way in which all the information which tell the information about the customer what they purchased and what the requirement of the customer it a kind of database in which all information gathered related to customer activity which perfume in last week or last year. Customer relationship management is consist of information system which is used to control the customer activity in the organization its deal with all the way from initial sales to having issues with the product and marketing of the product and the technical support. This relationship management is used to make better profitability growth and behavior understanding of the customer needs. Its help to get feedback and take a review how to improve efficiency of the company. Customer relationship management is a way for the customer to get insight the organization. [1]

Customer relationship management depending upon the three perspectives. [2]

1.1.1. Customer Management from Information Technology

Information technology is playing very important role to get success business target by using software packages its help to gathered all the information about the customer and it help to made perfect sale by using the previous customer information.

1.1.2. Customer relationship management from life cycle

Life cycle of the customer to be an organization marketing oriented is better to be product oriented If organization fulfill the customer needs in the product customer always loyal to the organization its mean organization retaining the customer which help to growth organization.

1.1.3. Customer relationship management from strategy

Strategy of the business is to acquire customer and give them growth with the organization And the after retain customer and fulfill their needs what they want in the product and give the environmental growth as a product point of view after that make then extension of the product keep on analyzing the customer how to extent the relation with the organization.

Customer Management Dashboards

Maintaining a customer dashboard is to make a customer relationship management more effective this dashboard contains new customer , current customer retention and what are the average customer and what are the efficiency level of the organization. This dashboard help to main the improvement plan and helpful for the future customer strategy by which organization follow and increase the maximum no of their customer retention. [3]

Potential drawbacks of CRM

Customer Relationship Management did not get the results as the company aspect there are many reason. Every single person of the organization who related with the organization should have a better understanding of the product and following the organization standards otherwise company loose the revenue. [4]

Lack of commitment

Relationship officers are the main person who represents the organization in front of the customer with the product there is no lack of commitment between the organization and customer. If there is a lack of commitment from the customer point of view company loss the revenue.

Poor communication

Communication most important factor in relationship management effective communication makes the effective relation between the organization and the customer. Make sure people communicate properly and must know pin point of information which is beneficial for the customer and the organization.

Weak leadership

Implementation on a project through customer relationship management is to maintain the customer satisfaction level make a plane to focus project which lead the customer relation converted into sale and make the relationship between the customer and the organization. Weak leadership does not retain the customer with the organization.

DHL GLOBAL FOWARDING

In 1815 DHL was founded by Danzas and the old name of DHL is DHL Danzas Air & Ocean in starting company doing the freight forwarding and after that take a part in logistics starting of the organization from the Basel Switzerland. After the several year company take imitative towards the air transportation which is held in 1920 this air freight work between England and France and operated from Paris terminal. Now DHL become DHL global forwarding after the combine effort of the two companies Deutsche post world net and DHL Danzas in 2002 Deutsche post introduce a new name which is known as DHL GLOBAL FORWARDING. As forwarding company network working in 220 countries and with total employees of 275000. Serving the nationwide through their international mail service DHL EXPRESS through by road using trains and an air freight ocean. DHL global forwarding working as SUPPLY CHAIN logistics in corporate with several companies one of the biggest joint is DELL who uses this company as a part replacement and faulty return. DHL protecting the environment by go green service and help other to educate. DHL focus on all the services which is keep the consumer loyal to the organization. Through this approach company making the profit by delivering world class service to the customers. [5]

Elements of Payne’s Model of CRM

To increase the customer satisfaction level and give the growth to the organization and increase the revenue of the organization. These element help predict the way to success for any organization these are the keys to success of every organization.

Vision of DHL

Every organization is depending upon the business vision how to build strong organization. DHL global forwarding is making the vision for the long run effectively in front of the competitor. Creation of the business is depending how you will resolve the problem. Thinking the ideas how to get out of the problem how to cope up the problem, Business vision is to make the profitable and move forward to decline it means loss in business. DHL global forwarding is believed how maintain and keep motivated through problem and how to plane and come out of the situation. As running the organization in surrounding of other logistics companies DHL maintaining the lower price value to the logistics and making strategy to have an effective and competitive organization. DHL global forwarding working in to different categories one is corporate sector and other is single user. [6]

DHL STRATEGY

Customer relationship management starts with the business strategy due to which company changes their way progress. DHL is defining the entire valuable customer to be focuses on the services and product. DHL maintaining the equally distribution of the customer every single customer have serve well it’s a part of effective customer relationship management. DHL strategy is to find your customer where they are and find the people need your services. DHL focusing on the international business not be focus on the domestic market rather than the international market. DHL providing service to several banks and helping to create relation between the bank and customer through delivering the documentation. DHL serving all the valuable customer to fulfill needs and DHL belief on it keep moving to deliver the two best customer value and satisfaction and turn in customer in organization as asset. DHL providing service customer to send the item different part of the world through DHL air & ocean freight. Delivering all the commitment in predicted time. Expending the ship into next business day which is customer received within 24 hours providing a world class service to customer. [6]

Consistent Valued-Customer Experience

As organization of given the commitment on time still DHL remain un flag target oriented organization which put on the higher scale. DHL is big joint in the shipping line which contribute the maintaining the reliability and speed by advanced technology keep the needs all the time in mind of the customer as a first priority organization Is belief on the paramount important rather than the customer satisfaction. DHL maintain the infrastructure of technology inside the organization this maintain the packages and the business of the organization. To create a proper vision of the customer to check out status of the product. As communication point of view if customer calls to customer service our relationship officer fulfills the needs of the customer as quicker as they can. DHL making support center through customer relationship to increase the profitability and show the highest level of efficiency. Organization developed the criteria best shipping service by maintaining customer satisfaction level through shipping solutions. [7]

Organizational Collaboration

As logistics leadership DHL aim to make its cross divisional collaboration in the simple and sustainable solution. Organization staff is engaged in different type of offices to commit with better understanding customer satisfaction. For the customer satisfaction DHL is open a partnership care as CUSTOMER ACTIVATION RESOLUTION AND ENHANCEMENT program. It’s a key initiative towards the world class service this program help the suppliers and partners to get them expert. This program supports the needs of customer and to maintain the partner billing and relationship with the customers. Each member of the team should tell about the single point contact which related to the logistics issues. This is level of satisfaction and developing plan to access the shipping requirement and to furnish it. [8]

Process

Through engaging customer in the workshop and give best practice of logistics industry. DHL global forwarding is the big joint in the logistics industry its aim to provide the simple and easy solution with the cross divisional to understand the focus of the industry. This work shop help to focus the needs of the customers this is the best network opportunity to face each other it is the transportation industry particular how to handling a product and tell the level of product handling. [9]

Information

As a leadership in the logistics industry DHL maintaining the MARKET RESEARCH SERVICE CENTRE (MRSC) which collect the data of the from several units which is called data repository which contain the different small unit which get information from different sales force and customer service ,e-commerce and forward it to the concern department. MRSC conduct the market research for the several countries with the international partner or the domestic companies. It’s focusing the several things for the organization customer satisfaction, effective advertising, business development and brand performing, and working on the development of product by gaining feedback from suppliers and customers and gives the best solution by maintaining through customer relationship management and gets the higher customer satisfaction. Members of the staff look in the depth of the organization and partner organization. Customer service representative playing very import on help line which available on the finger just let you know what is problem we are here to resolve the problem through data base what problem facing in previous week or in a year. DHL maintaining the centralized all over the world where you information will be there from the database system. Database following the data protecting policy. [10]

Technology

In e-commerce DHL GLOBAL FORWARDING is innovator who introduce the e- commerce through this organization mails an order throughout the world in retail. E -commerce covered the gap between the e-business. Consumer and buyer purchase and place order in few clicks this will help the customer there is a transparency in e-commerce round the clock means 24 hours service. DHL maintain the relationship with solution provider throughout the world delivering direct marketing and parcel. DHL providing IVR system in which customer can collect and schedule courier from mobile our automated voice over service sends pick up the from the nearest DHL Express courier which contain the link of your account. Technology just to facilitate customer on their satisfaction level. [11]

Metrics

Over all the board of management Deutsche Post DHL retained the customer and give them growth and get impressive increase in revenue and generated the improvement in the profitability all the sector financial position of the company remain stable on the successful organization performance organization propose the dividend increase per share near about 0.5 percent in yearly meeting. Customer relationship management which builds the global network gives holistic view across the globe of customer where members of staff reviewing and understanding the customer needs and cost effective solution. After reviewing the feedback from Asia and Europe having a looked DHL Global Mail option of cost reduction is possible after expand the relationship with the salesforce.com which create the advantage of customer relationship management globally. It’s an aim of the organization to cope the every singular organization and retain the customer who has the complex requirement of the logistic and will advise them and maintain the life cycle of the customer through maintaining higher standard need with personal support. This will help the organization to maintain the customer satisfaction which they required and increase the value of customer and lays down the very high standards for customer service. It develop the idea of cater the customer shipping requirement. Which provide the best practice to review the customer needs and timely ensure the response and access to DHL shipping solution and after implementation of the customer relationship management helps to achieve the success story. [12]

6. Conclusion

Customer relationship management will increase the revenue. Implementation of the customer relationship management will retain the loyal customer and organization gain the new customer step in through the product selling of product is not the art but how you will sale it is an art. Customer relationship management is playing very important role by given the growth to customer and organization.