Aveneu Park, Starling, Australia

CASE of this software. On the other


Answer the 2 team activity questions on page 30.

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Read the case on pages 32-33, and answer the 5 thinking
about the case questions on pages 32-33.


FedEx Case

Thinking about the case


1: Customer
Relationship Management (CRM) is a approach for managing relations and
interacting with its customers. CRM helps in organizing and providing technical
support, customer service as well as boosts sales, attracts new customers and
produces efficient marketing campaigns. Examples of CRM applications are client service and call centers.


2: Clarify, the CRM software would have   numerous advantages for FedEx by using CRM
applications. The software (Clarify) that FedEx installed will help the company
to save money monthly as representatives answer quickly to the customers
problems and are taking very less time to help customers. In the call center
employees proceed request faster and more efficient with the help of this
software. On the other hand, modifying the software using java code enables
representatives to save more time and helps to move swiftly between different
applications and windows as all information will be available at one place.


3: Before Clarify the representatives handled fewer
issues which means they used to take longer time with each customer. But after Clarify
the company took less time to deal with more customer issues.as well as with
the help of FedEx website the number of phone calls from customers decreased.


4: As a customer, I would prefer mechanized service as
human service can make errors sometimes and wastes a lot of time whereas using mechanized
service would give more accurate information and will help in saving time.


5: As an executive for FedEx I would like to implement
a private chat software so that there can be a chat using the FedEx website
between the customers and the representatives of the company    regarding client problems or courier packages.
I would also provide information regarding the delivery time and date to the
customer through text message on mobile phone with the help of internet.



1)    Role of a vice-president in business functions:




Development of

Maintains labour
and employee relations

Recruitment and

Controls Compensation
and Benefits







Responsible for creating annual budget

Plans financial investigation and prepares
financial reports and statements

Maintains accurate accounting records and
records business transaction


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