Managing Customer Relationship: CRM Practice of Coderstrust Bangladesh

Abstract

CRM stands for Customer Relationship Management and it suggests CRM software is a system for managing relationships with the customers. For most companies, customers are the most valuable and important resource. In the beginning, in many companies, the details about these customers, who they are, how they interacted with the organization, are distributed in many different places. It was a very difficult tasks for all of the companies. As a business grows, it quickly becomes necessary to have a central place where all this information lives. The aim of the study is to analyze Coderstrust Bangladesh's CRM sales systems and also describe the internal strengths and weaknesses and the external opportunities and threats associated with operating in Bangladesh. Coderstrust Bangladesh is actively supported by the financial progress "Danida", or the Danish global development agency, to provide small grants and education to students in developing countries who need to rethink their programming skills. To manage customer relationships and constant commitment with its customers, the company uses Zoho CRM, which acts as a single repository to increase the marketing activities, customer, promotion, sales, and customer support activities of Coderstrust Bangladesh and simplify all its policies, processes, and people on a single platform. In addition, the study examines the internal and external corporate environment of Coderstrust Bangladesh using a SWOT analysis that describes that being an international organization and the main training institution in Bangladesh, Coderstrust Bangladesh enjoys a good reputation among its competitors because it is missing of branches outside the city of Dhaka, the weakest point and opportunities can be seized by developing branches across the country, offering new and innovative courses, aggressively promoting courses on the social media platform and possibly potential external threats for Coderstrust Bangladesh this could be the growing number of training centers across the country and unstable government decisions. Finally, the study also recommends several improvements in the use of the benefits of Zoho CRM for the improvement of Coderstrust Bangladesh.