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dc.contributor.advisorYoder, E.C.
dc.contributor.authorTierney, Joseph A.
dc.date.accessioned2012-03-14T17:29:52Z
dc.date.available2012-03-14T17:29:52Z
dc.date.issued2003-06
dc.identifier.urihttp://hdl.handle.net/10945/897
dc.descriptionApproved for public release; distribution is unlimiteden_US
dc.description.abstractCustomer 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.en_US
dc.format.extentxii, 77 p. : ill. ;en_US
dc.publisherMonterey, California. Naval Postgraduate Schoolen_US
dc.rightsThis publication is a work of the U.S. Government as defined in Title 17, United States Code, Section 101. As such, it is in the public domain, and under the provisions of Title 17, United States Code, Section 105, may not be copyrighted.en_US
dc.subject.lcshCustomer relationsen_US
dc.subject.lcshManagementen_US
dc.titleThe implementation of CRM at FISC Norfolk Detachment Philadelphiaen_US
dc.title.alternativeImplementation of Customer Relations Management at Fleet and Industrial Supply Center Norfolk Detachment Philadelphiaen_US
dc.typeThesisen_US
dc.contributor.secondreaderParrott, Peter A.
dc.contributor.departmentContract Management
dc.description.serviceCivilian, Department of the Navyen_US
etd.thesisdegree.nameM.S. in Contract Managementen_US
etd.thesisdegree.levelMastersen_US
etd.thesisdegree.disciplineContract Managementen_US
etd.thesisdegree.grantorNaval Postgraduate Schoolen_US
etd.verifiednoen_US


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