Part 1
Service failure is defined as the service performance that does not meet the expectations of the customer. Usually, when there is a service failure, the customer expects to compensate for the inconveniences caused by the service provider. The compensation could be in any form; a refund, apologies, discounts, or even credits (Harris et al., 2006). I experienced a service failure while ordering food online. There was a problem trying to make the order, but I ordered what I preferred after a while. To my surprise, the delivery person came with a different order, and he brought another customer’s order to my place. No one would expect such kind of service failure. I went ahead to call the service provider at the restaurant from which I had made my order. The service provider said that such service failures occur, especially when there are very many orders. The manager asked me to wait for a new order, but I requested a refund. He informed me that the refund would be sent to my account in a week.
I was frustrated by their service; more because I had made an advance payment and received the wrong order. Additionally, the manager could not apologize for the inconveniences; instead, he claimed that such things happen. It demonstrated their poor customer service. Failure to make a refund on time also showed the restaurant’s poor performance and effort. The poor customer service and inability to ensure customer satisfaction changed my attitude about the restaurant. I developed a bad attitude about the service provider. I would not make a purchase or order food online from that restaurant again.
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Part 2
From the perspective of a team leader who wants to create good customer service and apply the Customer Relations Management (CRM) platform, the program would offer the organization or the leader an opportunity to establish good relationships with the customers. It would gather customer information for business decision-making and resolve issues of customers correctly. Conclusively, implementing a CRM solution is a brilliant way to demonstrate how much you value the customers and have the topmost priority as customer service (Buttle & Maklan, 2019). CRM has a crucial role in collaborating customer service, sales, and marketing in businesses.
One of the largest challenged that many businesses encounter while implementing a CRM resolution is cost. If done with no stout planning and in a hurry, it might turn out a costly program. Therefore, it is advisable to decide the reason why the company or business requires a CRM. The plan should provide a clear picture concerning the form of CRM system and execution techniques needed. Finally, it aids in fixing a budget for the CRM system implementation. Thus, simply jumping in replicating your challenger's CRM strategy is so much similar to shooting in the dark that it could cause a complete disaster. Hence, it is often helpful to discourse the total cost of ownership, software or hardware, IT resources, and many others with every shortlisted CRM provider.
Defining and setting clear objectives that the business purposes of attaining with the CRM system are a secret to a successful and smooth implementation of the scheme. It is also sensible to work towards creating these goals as measurable metrics. Failure to do so makes it hard to evaluate the main benefits of the program. It follows a time to calculate the functionalities you anticipate from the system (Lambert, 2010). Here, you need to ask yourself these: do you plan to have the CRM system for customer service, marketing, sales, or all of them? What issues do you purpose to address with the system? An essential step towards a successful CRM implementation is having a vibrant idea concerning the objectives and the main functionalities needed in the system.
Besides, during the implementation of CRM, companies exceptionally encounter a training challenge. It calls for the involvement of each potential user starting from the initial stages. If possible, it is wise to involve all the would-be users of the CRM system in decision-making. Select critical individuals from every department who can be trained comprehensively.
In this CRM, the management must gather information about the vendor to acquire the top CRM software. They also need information on the trainer, the person who would train the members of staff. They also need data on the customers to manage for efficient CRM in the organization and diminish unsatisfactory customer service likelihoods and keep them for a long time in the business.
References
Buttle, F., & Maklan, S. (2019). Customer relationship management: concepts and technologies . Routledge.
Harris, K. E., Mohr, L. A., & Bernhardt, K. L. (2006). Online service failure, consumer attributions, and expectations. Journal of Services Marketing .
Lambert, D. M. (2010). Customer relationship management as a business process. Journal of Business & Industrial Marketing .
