crm and hrm activities

CRMCRM and HRMHRM Activities

By: Selina Francis

CRM/HRM

Introduction• About a year ago A&A Computers introduced two main

functions, the CRM and HRM functions.

• The Customer Relations Management started operating in April, 2007; while Human Resource Management started operating in August, 2007.

• These two positions were established by the company in order to increase the professionality of A&A and give our customers and employees the highest satisfaction and care.

CRM and HRM Activities

Functions of CRM

• Use CRM to increase sales.

• Retain important existing customers and winning new ones.

• Deal with customers’ complaints

• Handle warranty issues, using the RMA database

• Manage pending orders, using the orders database.

For these functions we collect information about our customers and store these in our customers’ database.


Progress made in CRM• Customer information includes contacts, organization,

size, their field and their people. We also record staff’s role to A&A Computers.

• Thirty clients have been interviewed for both Arusha and Moshi (27 visited, and 3 via email questionnaire), and reports were written about the clients’ feedback. Several areas of improvement were discussed and have been implemented already.

• Whenever there are serious complaints, or serious matters to be discussed with clients, they are forwarded to CRM, and are solved in a more professional and consistent manner.


Summarized report of CRM Visits for the period of April 2007 – March 2008

a. Thirty clients have been visited so far since April 2007 to date.i. Seventeen Clients were visited in Arusha and Moshi

during the period of April – Dec. 2007. Arusha 12 clients and Moshi 5 clients.

ii. Thirteen Clients were visited in Arusha and Moshi during the period of January – April 2008. Arusha 9 clients and Moshi 4 Clients.

b. Almost 75% of the visited clients are profit focused businesses (Private Companies), 20% are for Society development (NGOs & Local Governments).


c. Almost 50% of the visited clients have a Almost 50% of the visited clients have a Western Management, 50% are run by Local Western Management, 50% are run by Local citizens. However, a large number of local citizens. However, a large number of local companies is found in Moshi.companies is found in Moshi.

d.d. Almost all companies are still growing, hence Almost all companies are still growing, hence business opportunities for A&A are available: business opportunities for A&A are available: new new sales, repair and PPM service.sales, repair and PPM service.

e.e. For the maximum reached companies there For the maximum reached companies there is still a is still a business opportunity: Sales of business opportunity: Sales of accessories, accessories, replacing old equipment, repairs replacing old equipment, repairs and PPM services.and PPM services.


f. About 50% of our clients do have annual IT About 50% of our clients do have annual IT budgets, budgets, while the other 50% clients do buy while the other 50% clients do buy when needs when needs arises.arises.

g.g. 30% of the visited clients do PPM services as 30% of the visited clients do PPM services as scheduled by A&A (where by some signed a scheduled by A&A (where by some signed a

PPM PPM contract), 37% do PPM by internal IT people contract), 37% do PPM by internal IT people 33% 33% never did PPM services on their PCs. After never did PPM services on their PCs. After CRM visits, CRM visits, about 1/2 of the 33% did PPM with A&A, about 1/2 of the 33% did PPM with A&A, and some are and some are on the waiting list.on the waiting list.


h. 50% of the visited clients indicated that they use other IT Companies:

Reasons : Because of low prices (A&A has high prices) Because A&A does not have the item in stock. To give support to their friends in business Did not know about A&A Computers (especially for

Moshi branch).


I. The other 50% indicated that they do not The other 50% indicated that they do not (or did (or did before but not any more) use other before but not any more) use other IT IT companies.companies.

Reasons :Reasons : Because of good quality products.Because of good quality products. Because of trust (on Alex, and other good Because of trust (on Alex, and other good

technicians) and reliability.technicians) and reliability. Because of after sale service and warranty Because of after sale service and warranty

service. service. Location: easy to find and centre of town.Location: easy to find and centre of town. Because of good customer careBecause of good customer care


j. About 45% of the visited clients do receive A&A News letter. Most are happy with it, and some bought products because of it.

However, there are some few who don’t care reading the news letters.


Comments from visited Clients:

• Amongst 30 clients who were visited, ALL had a positive attitude towards A&A’s good quality

products.

• All visited clients have complimented A&A being the best with good customer services: after sales

services, warranty services, advising, e.t.c.

• However, some clients seem to have lost interest, as they are no longer purchasing from A&A Computers due to high price. These clients include ELCT-

Finance Department-perhaps due to some influence from their purchasing officers.


Some weaknesses were pointed out, and A&A Some weaknesses were pointed out, and A&A has to work on has to work on them. The following are the them. The following are the areas to improve:areas to improve:

a.a. Most of the interviewed clients said some jobs Most of the interviewed clients said some jobs are left are left unfinished (onsite and workshop unfinished (onsite and workshop jobs), or equipment jobs), or equipment stuck after service. They stuck after service. They advised that equipment have to advised that equipment have to be be thoroughly tested before they are given back to thoroughly tested before they are given back to the the client.client.

a.a. Technicians take long time to respond to on site Technicians take long time to respond to on site calls, calls, A&A is advised to act on calls A&A is advised to act on calls immediately.immediately.

b.b. It is good to have a real IT technician - very good It is good to have a real IT technician - very good in in architecture, servers, security and architecture, servers, security and infrastructures. Nobody infrastructures. Nobody in Arusha has a in Arusha has a Top Technician.Top Technician.


d. If possible, A&A to supply Internet services, because the rest are very slow and very expensive.

e. Frequent change of staff affects the service provided.

f. A&A has to keep a complete sales stock.

Comments from visited Comments from visited Clients…..Clients…..


Difficulties faced so far in CRM visits:Difficulties faced so far in CRM visits:

a.a. Some clients are too hesitant to accept a Some clients are too hesitant to accept a visit visit appointment.appointment.

b.b. For some companies the people in charge For some companies the people in charge lack lack authority to speak, or they are not aware of authority to speak, or they are not aware of the the facts. – Kili FM, Popvriend, etc.facts. – Kili FM, Popvriend, etc.


Future Plans for CRM

a.a. Continue with CRM visitsContinue with CRM visits

a.a. Find ways to identify and approach potential Find ways to identify and approach potential clientsclients


Functions of HRM

• Deciding what staffing needs the company has.

• Take care of all job applications and interviews.

• Training and developing staff knowledge.

• Deal with performance issues.

• Ensure that personnel and management practices conform to various regulations.

• Managing employees’ records.


Progress made in HRM

• Database is functional. All employees’ records are being managed by using the HRM database. These records include personal information, references, appraisals, disciplinary measures taken, e.t.c.

• Staff training is in progress by means of presentation and “show & tell” sessions.

• Periodical performance appraisals are being conducted.

• Staff discipline and counseling is in progress.


Future plans of HRM

• Store more info such as sickness, leave, training development.

• Develop more training sessions


Conclusion

• The two functions; the CRM and HRM are the key functions at A&A. Lets continue building a spirit of team work so as to get fruitful results.


The End

crm and hrm activities

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