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The Role Of Customer Relationship In Office Technology Management (otm)
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CHAPTER ONE
GENERAL INTRODUCTION
1.0 INTRODUCTION
This
chapter gives an introduction to Customer Relationship Management
practices and how it is practiced amongst Office technology and
management in Nigeria. It highlights the research objectives, relevance
of the research, and scope of the study and the rationale for the study.
1.1 BACKGROUND OF THE STUDY
The
contemporary business environment is confronted with many challenging
issues. Providing clients with the best and thus maintaining the
relationships rank among top issues in most organization especially
service providing companies. Contemporary clients are enlightened and
therefore face a growing range of choices in the products and value
addition. Companies need to understand the determinants of client value
and satisfaction. Clients delivered values are the difference in the
total clients cost.
1.2 STATEMENT OF THE PROBLEM
The Office
Technology and management(OTM) in Nigeria has seen a steep increase in
entrants over the past decade. This rapid increase in the number of
players has boosted competition and increased the focus on
competitiveness and core service values. Each of these companies is
battling for a common market share using the latest technology,
secretarial and experience to retain their customers' loyalty. It is in
the light of this that, the research seeks to address the following
questions.
1.3 OBJECTIVES OF THE RESEARCH
The rationale of
the study is to provide information on how customer relationship
management practices affect the Office Technology and management(OTM) in
Nigeria as well as clients who patronize these companies. The main
objective of the research includes the following.
1.3.1 To find out and discuss the interpretation attitudes towards the Customer Relationship concepts.
1.3.2
To ascertain and evaluate the extent of Customer Relationship adoption
and interpretation into the overall organizational planning of Ofiice
technology and management.
1.3.3 To examine the various Customer
Relationship strategies, programmes and methods that underpins Customer
Relationship implementation amongst Ofiice technology and management.
1.3.4 To understand and discuss the facilitating and /or inhibiting the factors that influence Customer Relationship practices.
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ABSRACT - [ Total Page(s): 1 ]Over the last decade, too many organizations have assumed that their products or services were so superior that customers would automatically keep coming back for more. But in order to compete effectively in today's marketplace, organizations must change their strategy to become more customer focused, not product focused. Customer Relationship is the best way to integrate this customer-facing approach throughout an organization. Aimed at understanding and anticipating the needs of an organizatio ... Continue reading---
