Accession Number : ADA417548


Title :   The Implementation of CRM at FISC Norfolk Detachment Philadelphia


Descriptive Note : Master's thesis


Corporate Author : NAVAL POSTGRADUATE SCHOOL MONTEREY CA


Personal Author(s) : Tierney, Joseph A


Full Text : https://apps.dtic.mil/dtic/tr/fulltext/u2/a417548.pdf


Report Date : Jun 2003


Pagination or Media Count : 91


Abstract : Customer Relations Management (CRM) can be defined in many ways. In this thesis, it is defined as the business process an organization uses to provide exceptional acquisition services to existing customers to retain their business and to motivate prospective DOD commands to become new FISC Norfolk Detachment Philadelphia customers. The four key elements to a Customer Relations Management system are: (1) customer identification, (2) customer differentiation, (3) customer interaction, and (4) customized customer service, FISC Norfolk Detachment Philadelphia can apply CRM practices into the pre- solicitation, pre-negotiation and post negotiation phases of the acquisition process to add value to the customers' acquisition experience. Customer Relations Management encourages early customer involvement and communication along with the application of industry best practices, and the use of innovative acquisition process to save the customer both time, money. The implementation of CRM practices at FISC Norfolk Detachment Philadelphia will not go against the Federal Acquisition Regulations or the FISC Norfolk Philadelphia Mission Statement.


Descriptors :   *CUSTOMER SERVICES , COMPUTER PROGRAMS , INDUSTRIES , COMMERCE , ACQUISITION , CONTRACTS , CONTRACT ADMINISTRATION , THESES , MISSIONS , MILITARY MODERNIZATION , NEGOTIATIONS


Subject Categories : Administration and Management
      Logistics, Military Facilities and Supplies


Distribution Statement : APPROVED FOR PUBLIC RELEASE