MGT323 SCM Week 4 Discussion 1

describe the strategic importance of Customer Relationship Management (CRM) and discuss how CRM business ethics can be used to create customer satisfaction and greater profits for the firm.

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Regarding the importance of Customer Relationship Management (CRM), it is in a firm’s best interest to foster an unfaltering climate of ethics and integrity. Putting it plainly, a firm must understand on a fundamental level that it’s established code of conduct must be embraced by everyone on the team. Long gone are the days where customers simply trusted a firm’s integrity up front based on face value. In the modern age of information, most customers shop for competitive goods and services over the internet. Before one phone call is made the customer has already researched the firm’s reputation, online reviews, and social media platforms. Modern customers don’t care much about what a firm may

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