Discuss about the Customer Relationship Management Capabilities.
The following paper reflects on the communication issues on the concerned organization. The communication issues have been very important in the growth of any organization. Communication can be provided to the employees to get better results. It is very effective to use the better communication techniques among all the employees so it could be a real big benefit for them. The organizations always look to include their employees in the entire decision making process so they could reach their desired benefits. It is the responsibility of the organizations and the managers to include the different communication strategies into the organizations.
In this report, several important discussions will be done on the entire business operations of the organizations. The organizations will have to include the communication strategies into their operations to get their desired success. The chosen organization operates around several countries all over the world. The headquarters of this organization lies in Australia. It operates in the countries like Oman, Nigeria, India and Vietnam. The company has around 8000 employees in the five countries they are present. Apart from that they deal with around 1 million customers worldwide. The chosen organization operates in the agricultural industry. They go on to sale the different instruments related to agriculture to all the local and international clients. This is why they will need to make a proper communication with their customers and take the orders and deliver the things within the given time (Certo, 2018).
The three communication challenges that have been identified in this scenario are using the social media very effectively, not getting the proper feedback from the clients so they can improve their product and service quality (Dabholkar, 2015). They need to improve their service delivery as well. They have been facing the issues of misunderstanding between the employees and the customers. They also face several intercultural communications within the organization between the employees as well. The roots of these issues will be discussed in this paper and the ways of mitigating these challenges will have to be found out as well.
The current situation that they are facing is very much problematic and they have been losing their customers lately because of the miscommunication. The organization needs to talk to their employees on how they can improve their communication strategies and get the best results for the organization in most ways (Schermerhorn et al., 2014).
In the current times social media has been considered to be one of the most interesting and significant aspects of communication between the service providers and the customers. This is the reason the service providers always go for the different social media platforms through which they can communicate with the customers (Tuten & Solomon, 2017). The customers always want the better products and services from the company because they provide the agricultural equipments for the organization (Saravanakumar & SuganthaLakshmi, 2012).
It is indeed very much important for them to supply the necessary information about these products Or else they will not be able to communicate with them properly and end up purchasing the wrong products (Shaikh et al., 2016). However, the concerned organization is not being able to implement the use of the social media in the best effective ways. It is because they are not in the position to implement the services properly. There are some reasons as to why they have not been able to use these things properly (Armstrong et al., 2015).
First of all, the organization does not have a proper plan for the action that is to be undertaken. They are not very much aware of the important issues that surround the planning of the things for the social media. Social media marketing is considered to be one of the most interesting aspects that can be treated as the other organizational strategies as well (Vinerean et al., 2013). The organization has not been able to set the goals and track the progress of their social media campaigns. They are not proficient about the use of the social media platforms like Facebook, Instagram and others. They are not able to determine whether they should be able to check the progress at the regular intervals. They are not able to merge the organizational objectives and their social media marketing strategies at the same time. The monitoring of the progress has not been that much indeed. The social media marketing plan has not been that much efficient (Fosdick, 2012).
Secondly, they are not following the right channel and they have not been able to speak in the right language indeed. They have not been able to approach their target market at individual levels which is definitely possible by applying the social media marketing plans positively (Hollebeek, Glynn & Brodie, 2014). The implementation of the plans has not been proper in many cases. The individuals in the target market have different individual behaviors, personality traits and characteristic features. They have not been able to identify them in the proper measures (De Vries, Gensler & Leeflang, 2012). This has been a backdrop for them in the worst measure. They should have allowed their customers to give the necessary feedbacks for their products and services. As tyey have not done so they are facing these diverse conditions.
At the third level, the organization has been posting several irrelevant and unwanted contents that will not be effective to fetch the attention of the customers. It is very important to provide the very important and necessary details to the customers. It will be necessary to make the customers aware of the facts of what kinds of products they will be providing indeed. They have not taken the necessary advices from any of the experts (Erdo?mu? & Cicek, 2012) They should be able find the major influences within their agricultural industry and provide the best services. They have not been able to provide the customers with their products on a daily basis that should bear a positive effect in them.
The chosen organization is not also been able to use the success of the social media so they have not been able to use the social bonds to build the strong relationships with the customers. They should have built the engagement and excitement with the other target audiences indeed. If the organization cannot build a conjugal bond with the customers, they cannot achieve the goals within the measured time.
The organizations should have remembered that social media can be only as good as the user. As they have not put much effort behind the implementation of the social media campaigns, they will not be able to get the positive results (Erdo?mu? & Cicek, 2012). It would have been very interesting if their tech savvy employees could use the social media to build the proper relationship with the customers and build a loyal following with them. The company should be transparent and this should be very much effective to better the business performance of the organization in the current times.
It would have been very important to make the customers experience the beauty of the social media marketing. It consumes less time and it is very easy to handle. The customers can be able to take the details of the organization and use the products properly (Erdo?mu? & Cicek, 2012) This should have been very effective to build the relationships with the loyal customers. However, this has not been practiced or implemented by the organization. This is why they have been suffering from losses and ineffectiveness in the use of social media for their better performance.
The second issue in this segment is the lack of the customer feedback. The customers are considered as the most important stakeholders for the company. This is why they would like to share their opinions about the services or products that are delivered to them. The organization has not been able to communicate with the customers properly (Cook, 2017). The proper communication with the customers helps to get more number of customers. This impacts the business performance of the organization. The customer service feedback policy is one of the best policies in the organizations (Helkkula, Kelleher & Pihlström, 2012). This helps to keep the customers happy and make them a experience a very good customer service. The company in this paper has not been able to provide an effective customer service feedback policy so they have been suffering largely because of this.
The reputation of this service has not been very effective so this has laid a bad reputation on the company (Helkkula, Kelleher & Pihlström, 2012). It is the responsibility of the company to make the customers share their feedback with them. If the customers provide the feedbacks to the employees, they will be able to understand if the services have been liked by the customers or not.
The company has not been listening to the needs and wants of the customers properly. This is why they have not been able to provide the customers with the best kinds of services (Liu & Whitt, 2017). The managers of the company have not been listening to the desires of the customers in a polite and professional manner. They are unable to identify the proper needs of the customers so lately they are not delivering the goods to the customers properly as well. However, the market survey has proved that the customers from their target countries are not satisfied at all by their services (Siu, Zhang & Yau, 2013). This is why they have noticed the customer switch in the Asian countries like Oman and India. The impact of the Word-to-Mouth sales has been declining in the recent times so the customers are not at all interested in referring this product to others. This is why the customer base is decreasing from time to time. As the customers had a negative experience in using the services of the company, this will negatively impact on the business performance of the company as well (Khan, 2012).
It has been a known notion that it is more cost-effective to focus on the customer retention process than attracting the new customers towards their disposal. This is a very relevant matter that the organization has not been able to retain their old customers. As the old customers are not retained the new ones have not arrived to their customer base as well (Goetsch & Davis, 2014). Thus the communication process hampered to a great deal as well. The thing that is happening in this context is the fact that the customers are buying the agricultural equipments from this company for once but they are not at all returning (Best, 2012). This is why they have to go on attracting the new customers and they are spending most of their operation budget behind this. The concerned organization is dealing with the cash flow problem in their branches like Nigeria and cash flow problem.
Sometimes the offers they provide are not that much genuine indeed. The managers have not been that much polite in their approach and they have been launching some stupid offers that have very little impact on the minds of the customers.
The third issue that has been noticed in this issue is the intercultural communication issue. The company has been suffering from intercultural issues simply because their branches exist in different countries like Nigeria, India, Oman and Vietnam. The cultures of these countries are completely different from each other. This is the reason the company has been noticing several cases of intercultural communication issues. The countries belong to South Asia, Middle East Asia and Africa. The local people of these countries believe in completely different cultures. These barriers have been affecting the business communication for the organizations. It is known to all that the cultural diversity in the organizations can lead to the betterment of the organizations (Samovar et al., 2014).
However, in this case this has led to several communication issues. Several issues like teamwork and communication between the employees have arisen. The organization should have looked into these communication issues long ago so they could have resolved them. It is very important to resolve the issues since it would be a barrier in the competitive advantage for the company (Campbell, Coff & Kryscynski, 2012). It has been noted that some employees in Nigeria have faced some racist comments from the native employees of Australia. If they face such things from their colleagues, this would be largely disheartening and de-motivating. The managers did not take the measures that could have stopped these issues positively. This is why they have been suffering from these issues badly. The language barriers have affected the business operations as well (Martin & Nakayama, 2013).
The English speaking employee in Australia have not been able to match up with the employees in Nigeria because of their African language and with the people of Oman because of their Arabic language. The concern over this fact is the management has not taken any steps to resolve these issues. They have not provided the training to the employees either. This is why they are suffering a lot since the employees are not being able to supply the goods within the proper time. The problems in understanding the different languages have really been disappointing for the employees in different countries (Asante, Miike & Yin, 2013). The managers of the concerned organization have not given much significance to these issues so now they are paying for it through the loss of the customers. Another important issue is the cultural conflicts among the employees. The impact of the racist comments will be highly despicable within the workplace. As the employees have been the victim sof such things, a negative impact has been always there and this will reflect in the business performance of the organizations as well. Actually, these issues regarding the cultural differences are just a challenge for the organizations but they have not utilized it for their best results. They have only wasted it and this has led to a huge issue in the workplace.
Conclusion
It is very important to conclude this paper on a positive note. The multinational company is not being able to satisfy its customers lately because of some communication issues and challenges. Three of the most important communication issues have been identified and this has led to the conflicts among the employees and further misunderstanding. The organization is dealing with more than 1 million customers worldwide and around 8000 employees in the various branches in different countries. It has really been very problematic for them to take into consideration all the necessary issues in their organization. The managers have not been that much responsive at all to the issues and challenges that have arisen. This is why the employees have not been able to discuss properly with their managers about what they should do to mitigate the issues. The service providers of this organization have not been able to communicate with the customers and identify their desires properly.
This has lead to the customer switch. Now it will be very interesting to see how they can deal with these issues and challenges. The social media communication issues should be resolved so the organizational managers can connect with the customers and know about their wishes and desires. Thus the organizations should be able to meet the customer demands in the best ways. It is the responsibility of the managers to make the employees share the feedbacks.. The lack of feedback from the employees will lead the organization to lose their reputation. If they can get the positive feedbacks they have to keep on going and make the best from the negative feedbacks. Thus it will be better for the organization to mitigate the issues related to customer feedbacks. The intercultural communication issues should be mitigated in this regard as well. A compliant and positive workforce in the workplace will lead the organization to get the best results.
It will be better to recommend some ways by which the organization can gain their lost reputation in the agricultural industry. They have been delivering good quality agricultural equipments to their customers. However, their service quality has dropped down and they need to overcome this situation just to get back to their previous place. The organization has 8000 employees in the five different countries. The managers in the headquarters in Australia should think about these issues and provide them with the best ideas to overcome this issue. The organization should get rid of the issues that are troubling them. They should always set up a better communication network and communicate with their customers very frequently to get acquainted with their likes and dislikes. The new innovation processes within the organization should be informed to the customers and this is a very important thing to get the organizational success. All the three challenges should be mitigated so the organization can function smoothly.
Social media is considered to be one of the strongest mediums to reach to the customers. This is why the organization must look to focus on their strategies through the use of the social media. The organization can also look to expand their brand to other countries in those continents by building positive relationships with their customers (Wang & Feng, 2012). This should be very much effective as well to improve the brand reputation of the organization. The social media platforms are so strong these days that this can improve the market position of the organization or lower them down in very short time.
This is why the chosen organization should like to display the various facts like their products, equipments and other factors through their websites. They should launch their software applications that should cater to the needs of the customers. They should disclose all the necessary information about these issues. They have to display the original content on the social media platforms and utilize the positive effects of this virtual reality (Ramchandani & Ghias, 2013). They should organize a survey about the needs of the customers in the best ways so they can reach their target audience on an individual basis. If the customers are real clear about the intentions of the organization then they can go on to recommend these agricultural equipment products to their known ones as well. They have to be focused in their approach as well. They should select the best channel suitable for them and distribute their works accordingly. This should really impact on the organization on a positive note. If they get the support of the entire community they can soar to new heights in their effective business performance.
The second issue in this matter is the customer feedback surveys. The customers have to be provided with the certain products or services so that they could be satisfied properly. It is the responsibility of the managers to arrange for the customer feedback surveys so they can provide the best efforts to the customers. The customer surveys are indeed very important things in the organizations. The customer feedback surveys will have certain feedback questions that need to be answered properly. The questions will have to be answered according to the preferences of the customers. The managers will have to set these questions according to the preferences of the customers. The data that is collected from the customer feedbacks should be used to provide better services and products to the customers (Filip, 2013).
The customers can also be supplied with the various feedback forms through emails. The managers can opt to send some personal emails in which they must go on to ask the customers various easy questions. They can also ask them to provide some suggestions as well. The effectiveness of the channel must be increased for the organizations. The customers must also be able to be reach to the service providers as well (Filip, 2013). This will help the organizations to create a better experience for the customers. The service providers must make sure that the customers can get a very fast response to their queries. The customer feedback system should also be very much organized as well. The customer expectations should be fulfilled by the organizations.
The organizations must be able to communicate through various channels and reach the customers belonging to different races and ethnicities (Piller, 2017). The language barriers must be sorted out to reach to the customers in all the countries. The employees should always be open and free about communicating with the people of different cultures. They should not pass any racist comments to their colleagues. This should be very much insulting for those people. They should learn to understand all the necessary things between them. They should adapt to the various behavioral changes and bridge the communication gaps (Piller, 2017). They should never hesitate to ask for forgiveness if they have committed any mistakes. The employees should be aware about the language and culture of all the people related to the organization. All of them should learn to adjust with others in different situations. The issues like body language, religion, personal appearance should be evaluated in terms of the customers. The employees should be able to interpret all the issues and establish a good relationship between them.
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