Customer Relationship Management and Business Support Projects

Topics: Customer relationship management, Customer service, Human resource management Pages: 8 (1794 words) Published: November 6, 2014
I have been asked to provide a briefing note for a new starter. Below is a summary of information that will be given to the new starter so that they have a chance to gain some understanding of the organisation and what we do and how we operate. •An introduction to the organisation:

At Accent we have been providing high quality social housing for rent and sale for over 40 years, and we remain firmly committed to providing our residents with the excellent homes and top quality services they have a right to expect. We currently own and manage over 20,500 homes across the country, which over 34,000 residents call home. Our residents' services are provided by five local contact centres, these are based in Bradford, Burnley, Camberley, Middlesbrough and Peterborough. We also administer award winning employment, training, vocational and business support projects which support our residents and their communities. •The purpose and goals of the organisation: Making a Difference…. Improving homes, communities and lives and we achieve that by: Deliver excellent, locally agreed services

Provide high quality homes to live in.
Support our residents to sustain their homes and communities Be an ambitious and successful business.

Our values
Our core values - respectful, creative and dependable - sum up exactly what we stand for. They are relevant to every market we work in. Wherever possible, everyone we work with (including our suppliers and contractors), has similar values. RESPECTFUL

We want to become a trusted advocate of the individual and the community. •We build our business around the customer, and motivate our people to get the right results for our customers and partners. •In making decisions we always take into account our customers' views and put ourselves in their position. •We welcome and encourage involvement in decision-making processes by our customers and partners. •We will be 'easy to do business with.

We want our people to be passionate and enthusiastic about their work and the vision we have set out, and we give clear direction to support this. •We respect and value our people’s contributions to the success of the organisation. •We encourage and reward creative ideas that help to continually improve our services and bring in new business. •We also take steps to help our people and customers fulfil their potential. •Above all, we aim to develop a culture that permits people to take risks and learn from their mistakes.

We have built our business over 40 years and utilise our experience and heritage. •We have a strong financial track record and our people are knowledgeable and professional in their work. •We are aware of risk but not averse to risk. We have developed highly effective mechanisms to manage risk that enable us to take advantage of opportunity without jeopardising our solidity. We are aware of our impact as a business on the environment and are working towards minimising this impact. •We are committed to quality and customer service excellence. •We strive to be a dependable business partner and an organisation our customers can trust and rely on.

Services that we offer at Accent:
Social Housing, Sheltered Accommodation, Supported Housing, Training, and vocational and business support projects. •Our main customer group
Our main customers are external people on a low income or who need extra support and are looking for somewhere to live.

PESTLE Analysis – (Please see appendix 1a below)
Introduction of affordable rents and the impact of the welfare reforms The TSA abolished in 2012 and adjustments to a new regulatory regime under the HCA The impact of the Localism Act in reforming social housing Economic

Supported People funding no longer ring-fenced and being subjected to severe cuts but some Local Authorities.Significant areas of local...
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