Customer Relationship Management

Customer relationship management (CRM) is today's focus. When an organization requires an infrastructure to back up their call centers, CRM is what they turn to. Check out today's application below:


Dealing with city officials has been a notoriously unpleasant experience for quite a few number of people. Hopefully though, with breakthroughs in technology it is possible that the old era will come to close. In the case above, a perfect example of this is presented. San Francisco is one of the largest cities in California and a streamlining of their processes goes a long way. With the CRM applications in place for the city's Department of Parking & Traffic, it's now easier for citizens to interact with officials. The old system for reporting abandond vehicles was increadibly cumbersome and filled with complicated voice mail systems. New and improved CRM technology allows for services to be integrated into the preexisting 311 service. The call number now is basically a one-stop call for the civilians! Adding convient aspects to other complicated systems is already on San Francisco's to-do list. This leads to increased efficiency for the city bringing an unmeasurable benefit as a whole. (Laudon, 2012)


Laudon, K. & Laudon, J. (2011). Management Information Systems: Managing the digital firm. Upper Saddle River, NJ: Pearson Prentice-Hall.