Importance of Customer Relationship Management (CRM)

In this modern day, all of the human beings are advanced, and they all are using advanced technology to make their regular lifestyle more comfortable. In all these the biggest thing which all the people from the various part of the world is trying to improve and made it technologically advance that is the communication system. The communication system is the most important part of the human life both in their personal and the professional life for that we can’t negotiate with the communication. For that people use to go for various communicational services like mobile phones, internet connection or very specifically the social media application. In all this ground internet connection is playing a vital role in the communication process and for the internet connection, mobile network companies are developing them very fast. For that now a days we can see the mobile connection is transforming themselves in the 4g speed so that they can catchup with the new and the drastic demand of the customer. In this project, all the matter regarding the internet and the communication factors is going to be discussed the impact of the organisational in the social media sites to provide the customer with a better service.  

In this project most vital and the most important subject is the customer relationship management. The customer relationship management is very much important because an organisation depends upon their customer and banks upon the information regarding the customer and the service which they are getting. In this case the chosen organisation Vodafone is one of the largest mobile network services in the world it is covering the maximum region of the world to provide their service(Birasnav, 2014, p.1622). For that, they are promoting themselves on the world stage with exciting services by which the customer will be attracted to use the service of the company. In this case, the CRM is the lifeline of the company because by the help of the CRM system the company use to communicate with the customer and can understand the demand of the customer.  

The term CRM means the customer relation management where the company is using their communication system to communicate with customers to get the feedback of the service and also to fulfil the requirement of the customer. In this CRM system, the company’s customer executive officer use to communicate with the customer directly or via the telephone calls but the process is very much backdated because the customers are getting the executive officer for a limited time and the resource is also very much limited. For that the customer, who are facing problems regarding the network they have to travel a long distance or have to call the officer at a certain time of the day(Shin et al. 2015, p.50).

Electronic Customer Relationship Management (e-CRM)

Looking at all these problems the company has launched their social media applications and services where the customer can communicate with the company all time of the day. This process is called electronic customer relationship management. The electronic customer relationship management is a process which has made the communication system more powerful and more flexible. The Vodafone Company started to banking upon the social media sites like Facebook, Twitter and Instagram to promote hem selves and also to make the communication process easier for the company and also for the customer.

The Vodafone Company started to reach their customer via the social media apps, for that during the starting days of the Facebook the company started to promote the social media sites separately because they knew that Facebook would become the next generation communication system for the people and also for the company. After making the internet connection flexible in the portable devices such as .mobile phones the company instantly started to develop the connect from the 2G speed to the 3G speed and now we can see the connection is going in the 4G speed. This all are made for making the communication system faster. On the other hand, the company has launched a particular application for the customer where they can communicate with the customer and can solve the queries of the customer. The application is called my Vodafone app it helps to manage the accounts of the customers. By the help of the account, customers can pay the Vodafone bills and can recharge their accounts. This application is both helpful for the prepaid and the post-paid connection(Weinstein and Pohlman, 2015, p.133).

On the other hand, the Vodafone application is helping the company to collect the information about the customer so that they can have the details of the customer and it will be easier for the company to provide the service. It is not every time that the company will get the information from their application but the company will bank upon the social media sites like Facebook and Twitter to get the information of the customer. There are several times when the Vodafone Company arranges online competition via the help of the social media application where the customer will have to answer some simple question by providing their details.

In those competitions, the company is providing as a gift for every customer, and they are getting the basic information of the customer. In these questions, the competition is related to the taste of the customers and the basic interest of the customer. In that case, the company can understand the basic nature of the demand from the customer. In that case, the company is getting the information from the various sources they use to collect the data, and they distribute the data among the team members of the company where they can approach the customer regarding as per the information they have got form the company.

Vodafone’s Use of Social Media for Promotion and Data Collection

The data collection method is one of the important parts of the Vodafone Company because they completely bank upon the .information system from where they get the information of the customer. This type of information is collected by the online survey of the customers and the people who are using a different kind of network apart from Vodafone. This type of survey is organised by the company itself. This survey is organising by the social media application and by some e-commerce website such as Amazon and other e-commerce website in other countries. This data helps to build or improve the customer relation management because the information helps the company to communicate with the customer. The information not only helps the company but also helps the customer also to get the detail information of the company and the services which the customer is getting. It helps the company shortly to control the customer services.

There is a huge impact of the digital tool in the organisational system because these digital tolls are making the communication system among the employees more flexible. By the help of this digital tool the company can easily communicate with the employees and collect the individual information of the employees in the office. This digital tool was also helping the employees to collect the information of the customer by which they can understand the nature of the customer(Carmen and Marius, 2016, p.288). There are several applications which help the organisation to keep the task simple for them. The digital tool converts into the technological tools of the company and lit have a direct impact on the decision making and also on the diplomatically factors of the company. This helps the company to develop the strategy and make new kind of plans to promote themselves. On the other hand, the digital tools make great changes with the technological factors. The technological factor helps to create new strategies and some major changes in the company(Hsiao et al. 2014, p.50).

The major changes are fruitful for the company. It helps the organisation to stable themselves in all positions of business in any situation. The technological factors increase the responsibility of the management of the manager and also of the particular organisation. By the help of the technological advantages, the managers create the planning of the decision in an easier way which helps the employees to bring the coordination among them. Controlling a complete power of an organisation is not so easy for a manager in a single hand, so the manager of the entrepreneur take the help of the technological tools which changes all the impossibilities into possibilities.

Importance of Digital Tools in Organizational Systems

The technological changes direct makes an impact on a person where a person if you take the decision both by his heart and brain. This type of decision making has the person or organisation to take the successful path because the decision has been taken by thinking several times that which is right and what is wrong. So buy this we can understand that the process of decision making is not a simple way, but it is one of the solid ways by which the organisation can go ahead. The technological tools give great inputs to the decision of the company those inputs are the moral values because without a moral value a decision or a strategy of a company is nothing. To the manager used to think twice before taking a decision that the decision should be successful decisions with all the moral values which will help the organisation to go ahead shortly.

Digital preservation is necessary for maintaining the digital tool of an organisation with best of its purpose. There are different challenges and resources that are needed for maintaining the digital tool for an organisation like Vodafone. As Vodafone is a telecommunication company and mostly deals with servicing rather than products, it incorporates much of communication skills and applied attributes against dealing with tangible items(Goetsch and Davis, 2014, p.56). Technological incorporation and digitalization of the resources that the company use needs the huge care of maintenance and preservation. Preserving the digital materials ensure that the information is protected and can endure value for accessing the present and future needs. In the recent form of organisations, there is a code need of the functioning to maintain and preserves the digital Technologies they are using. There is an array of tools along with methodologies that reduce the traditional approach of restoring the digital items and gadgets for the company. Vodafone mostly deals with voice processing and there for preserving this technology needs the high involvement of better programming system that will control the uses and maintain the programming in a secured manner. Apart from that, preserving the digital gadgets within the organisation is also a part of digital preservation. Maintaining hygienic environment for the Machines that will restrict any germs or dust to get in and destroy their functioning capability(Mihalache et al. 2014, p.140).

There are different techniques for operating digital preservation that is as follows:

Migration: Migration refers to the transferring of digital materials in the form of either hardware or software from one generation to the other one computer to another. This system enables the digital media to get transferred in microphone, and it ensures that the objects that are being preserved integrated with their essential characters and retain the ability to retrieve. Migration is a costly format and time consuming too(Wong et al. 2016, p.69).

Impact of Technological Changes on Decision Making

Emulation: emulation refers to duplicating of the functional system from one unit to a different unit that acts as a secondary behaviour system and is considered to be the replication of the first system. The functionality of accessing the Digital information are provided by the simulation Technology that does not ensure loss of any data. The advantage of this process is that the original data and not altered that helps to maintain the functionality and integrity of the records. Creation of emulators that are some programs for translating code and instructions in the computer is one more usage of immigration procedure.

Encapsulation: Encapsulation refers to grouping on accumulating of digital objectives as a hole in a single format that helps metadata to be easily accessible and lessens the chances of decoding the lost objects. Encapsulation is a part of emulation along with some methods that helps to develop theories and universal preservation formats.

Universal virtual computer (UVC): Universal virtual computer is a machine creating a layer or platform between the platforms of an underline computer in online software. This is also a part of emulation brother of a form of emulation helping to backup the files and data which are accessed by universal computers.

Suppliers and partners of the company along with the employees are impacted in a positive manner with the implementation of the digital tools. The mostly consists of the stakeholders of the company who are directly involved with the functional operation and profit sharing ratio of the organisation. Considering Vodafone and it service providing telecommunication Technology involves a huge number of suppliers and employees who get to learn the use of digital technology in their job activity(Aryee et al. 2015, p.69). Talking about the suppliers, they are also essential for incorporating the digital technology with their functioning so that the company itself can communicate with them and make them understand the ultimate requirement of the company. It is very much important to understand the accessibility and ability of the partners, suppliers and the employees for enacting the use of digital tool within the organisation for meeting the business objectives and achieving success(Johnston and Marshall, 2016, p.39).

Conclusion

The report is concerned with the customer relationship management and the use of digital technology in Vodafone. Vodafone being a telecommunication company mostly involves servicing factors cat needs good communication skills for approaching the customers and maintaining a better relationship for the business purpose. Use of digital technology and preserving the technology is another factor that has been depicted in the report. The impact of digital news of Technology on the suppliers, partners and employees has also been exemplified in the report.

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