The implementation of CRM at FISC Norfolk Detachment Philadelphia
Tierney, Joseph A.
Parrott, Peter A.
MetadataShow full item record
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.
Approved for public release; distribution is unlimited
Showing items related by title, author, creator and subject.
Analysis of the Public Works Service Request Process For Naval Facilities Engineering Command Northwest Siegner, Sarah; Lazo, Terilynn; Graver, Cecilia; Gordon, Wendy; SGFT Consulting (Monterey, California. Naval Postgraduate School, 2011-12-12);EXECUTIVE SUMMARY: The goal of this project is to analyze the service request portion of the Public Works Business Line (PWBL) processes for Naval Facilities Engineering Command (NAVFAC) Northwest. All four PWBL Product ...
Watson, Kathleen (Monterey, California: Naval Postgraduate School, 2015-06);Early in the procurement planning process, the acquisition team determines the method of proposal evaluations that will be used during source selections. The most frequently used methods are lowest price technically ...
Getting the most from acquisition reforms: FAR 13.5 test provisions for simplified acquisition procedures, commercial-item acquisition Yoder, E. Cory (Monterey, California. Naval Postgraduate School, 2006); NPS-AM-06-049The past decade has seen a significant change in business practices within the Federal contracting arena. Acquisition reform initiatives have fundamentally transformed the protocols and processes the Federal Government ...