Group Report CRM Analysis 1. My part should be answer it about Telecommunications: Telstra company in Australia (1) Technology: To what extent has the organisation employed technology with respect to its CRM strategy? How does the organisation use technology to deliver customer value? To what extent has the organisation automated relevant customer related processes? Is there consistency with the level of process automation and customer value, segmentation and relationship development? How does the organisation use technology to communicate with customers? How does use of technology for communication integrate with segments and tactics regarding customer acquisition, and customer retention and development? What appears to be the organisation’s presence in social media? How does the organisation use social media, if at all, to enhance customer relationships? (2)Executive Summary. (3)Recommendations. (4) Bibliography(reference sources).
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