The implementation of CRM at FISC Norfolk Detachment Philadelphia

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.

Grantor dc:publisher

Monterey, CA; Naval Postgraduate School

Year dc:date.issued

2003

Author dc:creator

• Tierney, Joseph A.

Advisor dc:contributor.advisor

• Yoder, E.C.

Statement dc:rights

• This publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. Copyright protection is not available for this work in the United States.

Handle dc:identifier.uri

https://hdl.handle.net/10945/897

OAI identifier oai:identifier

oai:calhoun.nps.edu:10945/897