The Implementation of CRM at FISC Norfolk Detachment Philadelphia

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.

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Document Details

Document Type
Technical Report
Publication Date
Jun 01, 2003
Accession Number
ADA417548

Entities

People

  • Joseph A. Tierney

Organizations

  • Naval Postgraduate School

Tags

Communities of Interest

  • Biomedical
  • Energy and Power Technologies
  • Human Systems
  • Space

DTIC Thesaurus Topics

  • Acquisition
  • Air Force
  • Best Practices
  • Business Administration
  • Commerce
  • Customer Services
  • Health Services
  • Identification
  • Information Systems
  • Logistics
  • Management Personnel
  • Naval Air Stations
  • Naval Warfare
  • Organizational Structure
  • Students
  • Supply Chain Management
  • Warfare

Readers

  • Naval Architecture and Marine Engineering.
  • Organizational Process Management (OPM).