Johnson

Topics: Customer relationship management, Customer service / Pages: 7 (1713 words) / Published: Oct 28th, 2013
Johnson & Johnson Company is the world largest manufacturer of health care products. The company have developed different types of the products such as baby shampoo and sterile dressings. Johnson & Johnson have a long history about the management of its operating companies as independent businesses. The management party of the company comprehend and enhance the operating company autonomy to modify the flexibility, creativity and accountability. Johnson & Johnson Company and the Information Tehnology managers have developed a new set of information technolgy ( IT) infrastructure capabilities in the early of 1990s. The Johnson & Johnson Company make such decision is due to the pressures create by other large companies such as Walmart. Besides that, by creating the new set of information technology with the IT managers, the Johnson & Johnson company can provide and supply all the necessary for a large number of customers and reducing the total costs.

The Customer Relationship Management (CRM) of an organization plays an important role in the business processes. Customer Relationship Management (CRM) refers to the software tools that supplying the customer information for various purpose. Customer Relationship Management can help the organization to retain the old customers and attract the new customers. The main idea for the Customer Relationship Management (CRM) is to treat the different customers differently. This is because different customers have different needs and have different values to the company. The concept of one-to-one relationship between the company and customers is an important because the company can understand the needs of the customers better. CRM helps the organization to understand that the success of an organization is highly depends on the relationships between the customers and the company. CRM is classifies into 3 types which is Operational CRM, Analytical CRM and the Collaborative CRM. Operational CRM functions to support the

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