GE Energy and GE Healthcare: Using Information Technology to create strategic Costumer Relationships

1)      What are the business benefits of using Information Technology to build strategic costumer relationships for GE Energy and GE healthcare? What are the business benefits for their customers?

 Information technology makes the business process much simpler and easier. Costumers are vital part of organization. Customer satisfaction is very important for an organization to grow. Information technology in strategic customer relationship management makes it systematic and reliable. Easy accessing facilities and prompt information’s make it more users friendly and communicative as a result customer satisfaction level and the goodwill of the organization rises resulting the increase in value and business of organization.

In case of GE energy, use of information technology to build strategic costumer relationships made the business much profitable due to high maintenance facilities. Quality of the service they provide upgraded and they enjoyed wonderful costumer relationships. As a result of costumer dependency for their products they were able to tie pricing benefit to their business. It also generated cross functional opportunities making greater work scope and building costumer trust towards their products and services.

As for GE Healthcare, Due to the investment in information technology for network monitoring, diagnostics and data analysis of the use of its products at customer sites throughout the world it saved its cost, improved the quality and uniformity of the information and goodwill of the organization throughout the world. And most importantly its costumer relation became stronger because of its ability to reach costumers at any..... click below to read all.

part of this world. Due to convenience of use and favorable policies costumer trust increased and organization enjoyed growth and profitability. Only because of use of information Technology the organization reengineered the whole process and made it possible for a costumer friendly payment estimates.

Because of use of information technology for strategic customer relationship management by these organizations, not only the organizations but costumers as well benefited a lot. Easy accessibility and on time support made them easy to perform their business without hassles. Costumers as well save their cost and increased the productivity and profitability of their business.

2)      Which strategic uses of information technology is discussed in this chapter and summarized? Explain the reasons for your choices.

In the case of GE Energy and GE healthcare innovative use of information technology is followed. They came up with the new idea leading the market in their sector through the use of information technology. Their online facilities and different assumptions regarding the service provided made them distinct and successful in providing new type of services to its costumers reducing cost of both theirs and their customers. They also seem to follow Alliance strategy by creating the virtual image of their organization, reducing the cost and increasing the market share through the use of information technology in the most sophisticated way.

3)      How could other companies benefit from the use of IT to build strategic costumer relationships? Provide or purpose several examples of such uses. Explain how each benefits the business and its customers.

Information Technology has been so standardized and systematic that every single business can benefit from the use of IT to build strategic costumer relationships. Costumers are most important assets to every business organization so they need to prepare themselves with high maintenance and service facilities in order to keep their customers. By using Information Technology in strategic customer relationship management they can ensure their efficiency and effectiveness by living up to the expectations of their costumers, saving both cost and time of their customers as well as improving the quality of their products and services. Making costumer happy and satisfied is growing. So organizations can use IT to provide convenient service facilities to its costumers along with accurate information’s and facts about the products and services of organizations. So that costumer can be reliable towards organization and can increase the profitability of their business.

Here in Nepal, organizations like NTC are very famous for their inefficient customer relationship management. One of the major reason for their, increase in dissatisfied costumer number is their very tedious and irresponsible costumer relation management system. In order to enhance their service and regain the costumer trust they need to focus on effective management their system by making the optimum utilization of available resources. By the use of IT in costumer relationship NTC and its customers can have following benefits:

·         Increase in quality of information provided and decrease in cost of information management.

This makes the costumer assured and confident about the organization and they become loyal towards the organization. And organization could have the benefit of keeping its consumer and higher profitability due to efficient management of information.

·         Time saving and increased productivity.

Organization can save time of finding something out from a mess and costumer can enjoy the facility of quick location and solution of their problems.

·         Development of productive and user-friendly service packages. It benefits both the costumers and organization in terms of profitability and productivity.

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