Understanding Customer Relations for Optus Pty. Ltd -myassignmenthelp

Question: Discuss about theUnderstanding Customer Relations for Optus Pty. Ltd. Answer: Introduction The kings of the market are the customers and hence developing relation with them has been considered as one of the empirical task for any of the business organization. Establishing and enhancing relations with the customers will be proven beneficial for the business entity on various grounds. In simple terms, the concept of CRM (customer relationship management) has been referred to the tools, mechanisms, practices and procedures adopted by the business enterprises for interacting and analyzing the data of the customers throughout the customer lifecycle. The prime objective of this mechanism is enhancing the services offered to the customers and thus driving desired outcomes (Fitzgerald, Kruschwitz, Bonnet and Welch, 2014). In todays era, every organisation needs a digital technology to promote its services and products and enhances the visibility of an organisation. These tools enhance customers behaviour by improving their experiences and building trust among customers. The below presented report analyses the use of digital technology, social media and websites for advancing the CRM and also the relationships with the customers of the Optus Pty. Ltd is second largest telecommunication brand name in Australia. Use digital technologies for enhancing the visibility Organisation use digital technology to enhance the visibility by using apps, websites or social media platforms. Digital technology helps an organisation to reach to wider audience and learn more about the competitors market. These technologies are also used to promote the goods by launching new programs to reach to larger customers and gain branding. Digital marketing is an easy tool or better marketing and creating awareness among the audience. It impacts the customer behaviour by boosting customer experience. It helps in building loyal customers that improves customer engagement (Sia, Soh and Weill, 2016). These tools help an organisation to design plans accordingly to the competitors. Numerous digital technologies are available but focusing on social media platforms to develop customer relationship management. Social media platform touches every door of customers. For business perception social media helps in making good profit by showcasing the products online. Social media plat forms also allow users to give feedback so that improvement can be made. Social media is a cost effective approach as marketing plans are designed according to the customers interest (Matt, Hess and Benlian, 2015). Products and services are advertised on social media platforms, as everyone is present on the social media sites so that they will become aware about the services. Optus Pty. Ltd use these digital technologies to improve its services by gaining responsible growth in the society. They promote their services for economic growth and have beaten their competitors in the market. As Optus has started developing new digital products and services by providing new ways to people for communicating the information. For example, previously things which were done are now done electronically (Barrett, Davidson, Prabhu and Vargo, 2015). Optus use various digital technologies for exploring the products digitally. They develop products and services using mobile devices by suitable applications. The digital portfolio of the company is also available that covers all the cloud based services available like online storage and backup plans. They have effective digital services available which enable them to take proper backups. They offer their services on any device may be mobile phones or computers. The business organizations have a need of to evolve for addressing the changing business trends and landscapes (Barrett, Davidson, Prabhu and Vargo, 2015). And generally, making expenses on IT has been considered as the fulfilment of one of the basic and prime requirement for any of the business corporations and same is with Optus. As Optus is a telecommunication brand the digital platform will be proven advantageous on various grounds. Digital transformation has been defined as the methodology in which the business corporations transform and develop business models, and cultures by utilizing digital technologies. The below presented are some of the advantages that will be attained by Optus in terms of enhancing customer relation by adopting digital technology: Empower employees to work better, smarter and faster One of the basic needs for any of the business organization is that the employees should work smarter, faster and better and this is to be done for attaining the expected goals. And this is made possible by providing them with innovative solutions for interacting collaborating and exchanging data without any restrictions (Fitzgerald, Kruschwitz, Bonnet and Welch, 2014). Being innovative worker will be leading the employees towards advancements in their performance and productivity and delivery of services. Better performance and delivery of services within Optus will tend to bring an enhancement in the services offered and establishment of strong bonds will also be made possible. The below presented are some of the methodologies through which the digital technology will be advancing the customer relations within Optus: The objective of Optus in terms of customers relations management is creating steadfastness. There's no preferable method to do that over to offer quality items and benefits and to be receptive to the clients. Be that as it may, as new innovations have come to market to make it less demanding for organizations to give client benefit, they may likewise be expanding the quantity of channels through which the workers cooperate with clients and the multifaceted nature of those connections (Valentine and Stewart, 2015). Accenture, the innovation counselling firm, recommends that organizations that need to utilize innovation to raise the nature of their client benefit centre around the accompanying: Data administration and examination: Utilizing information gathered from client to break down their inclinations. Insight-driven advertising: Picking up bits of knowledge into your business from client information so you would more be able to successfully target showcasing. Marketing computerization. Streamlining and robotizing business procedures to enhance proficiency and minimize expenses (Straker, Wrigley and Rosemann, 2015). Self-benefit advancement: Discovering routes for clients to associate with your business when they need. Workforce viability: Urging your staff to grasp new ways enhancing client treatment by giving apparatuses and preparing to convey better administration. Optus maintains the customer relationship management by serving the products that meet the expectations of customers by delivering the services in a way that long term trust is built. As for Optus customers satisfaction is the major concern (Rodriguez, Peterson and Ajjan, 2015). They maintain the relation by keeping them in touch and introducing new ideas to beat the challengers serving the same products. Moreover, there are some prime areas in which the digital technology will be providing advantages to the business corporations in engendering customer loyalty by advancing the customer services: Websites: Optus Pty. Ltd should provide feedbacks and also allowing ground and space to the customer where they are able to revert and give their opinions freely and seek answers from others will be proven a significant step in developing relations with the customers (Jaber and Simkin, 2017). Emails: Making use of emails for regular interactions with the customers, replying on their queries and acknowledging their feedbacks will be proven an advantageous step for Optus in terms of developing and advancing relations with the customers. Communications: Amalgamating communications will be proven beneficial for the entity as in case if the customers have sent a voice note with the email few days ago. Use of social media for advancing customer value and experience, building customer loyalty Considering social media platforms like Facebook and twitter, they are used for promoting services delivered by Optus as these sites are easy to use and have engaged audience of every kind. Facebook can be considered as the most active social media platform because majority of population is active on Facebook all day long (Palacios, Pealvo, Stantchev and Misra, 2017). Other than that twitter is also useful as it engages customers by simply posting services and gaining interest from audience. These channels are beneficial for Optus to gain more customers. Digital marketing can be treated as a best marketing channel for engaging new customer or keeping the old customers stable. Social media marketing helps in expanding the business by providing various facilities through promotion. Optus being a telecommunication company helps in nurturing the customer relationship by promoting the services and offers in the section where wider audience are present. The business organization focuses on keeping the customers stable and for a longer run this is attained by posting the offers on regular basis (Mozaheb, Alamolhodaei and Ardakani, 2015). This helps in pitching the customers by actually providing what they want. Moreover, social media plays a significant role in increasing and driving the value and experience of the customers (Kaur, 2016). Driven by innovation, the client journey has been considered not any more consecutive. It's hard to achieve clients given the quantity of channels accessible to them on the web. The sheer volume of messages went for leaders makes it trying to emerge among contenders and a since quite a while ago, divided purchasing venture makes it hard to remain best of brain. Basically, the purchaser is presently in full control (Kumar, 2015). Social media will offer Optus the capacity to affect a client's choices and conduct at each phase of the purchasing venture, so it's nothing unexpected that social is turning into a favoured channel for organizations around the globe. As per Hootsuite and We Are Social's recent Digital in 2018 report, worldwide online networking use has expanded by 13% over the most recent a year, achieving 3.2 billion clients (Maven 2018). This implies 80% of the world's web clients are likewise dynamic online networking clients. This dynamic has perpetually adjusted the client travel as customers and B2B experts progressively lead explore, settle on purchasing choices, look for help, and suggest marks on social. One of the biggest and empirical organizational goal of any of the business firm is not only creating customer satisfaction but also developing and generating customer value. There are some factors or elements that can be provided by Optus for offering and increasing customer value: Quality products and services Value pricing Unique and differential services and products Offering a feeling of belongingness and togetherness by making them feel that they are part of the firm or are a part of the group (Nair, Khasgiwala, Mishra and Student, 2016). Social media has been considered as a supporting marketing strategy that can be adopted by the business corporation for increasing the customer value. Social media can be an integral element a supportive marketing strategy and communication channel for spreading information about the features and characteristics of the products and services (Josiassen, Assaf and Cvelbar, 2014). It has been observed that the customer largely trusts and depends on the opinions posted on the social networks and platforms as compared to the commercial messages. This as a whole will also lead the customer to show their repeat intention and will result in an increase in the customer loyalty. Implications of digital technology tools for systems and processes and strategic customer management Digital technology has been proven as a revolutionary concept and has provided the business environment with varied range of advantages. One of the prime benefits of the making adoption of this mechanism is proper management and advancement of the customer relationship (Dar and Ahmad, 2015). Optus one of the leading brand names in the sector of telecommunication and for attaining high peaks of success and growth implementation of digital technology will be proven an effective step towards advancing the relations with customers. Moreover, making use of other mechanisms and tools of digital technology such as e-mails, social media will also aid the entity in enhancing the relations with the customers all over the globe. Conclusion In the limelight of the above executed analysis it has been inferred that making use of digital technology for enhancing the customer relations and increasing their value and experience will be proven an advantageous step. Optus a telecommunication brand in Australia needs to make adoption of digital technological tools for developing CRM. Bibliography Barrett, M., Davidson, E., Prabhu, J. and Vargo, S.L. (2015) Service innovation in the digital age: key contributions and future directions. MIS quarterly, 39(1), pp.135-154. Colomo-Palacios, R., Garca-Pealvo, F.J., Stantchev, V. and Misra, S. (2017) Towards a social and context-aware mobile recommendation system for tourism. Pervasive and Mobile Computing, 38, pp.505-515. Dar, W.M. and Ahmad, M. (2015) Impact of Customer Relationship Management Capabilities on Organizational Performance with CRM Technology as Mediator. Arabian Journal of Business and Management Review (Oman Chapter), 4(10), p.30. 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