4-2 Executive Summary

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Apr 3, 2024

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Odjeissi Mendes Southern New Hampshire University Client Systems Support 22EW4 March 27, 2022 Executive Summary Dirt Bikes USA is a small company founded in 1994 by Carl Schmidt and Steven McFadden that produces and sells their own brand of off-road motorcycles using the best quality components from all over the world and parts. The company’s current headquarters is in Carbondale, Colorado, with 120 employees involved in the production, design, and engineering. And a corporate sales and administrative staff of close to 20 employees. Over the years, dirt bikes in the United States became very popular, bringing sales and revenues to the company. Although the past three years the sales have dropped. So, I was requested to consult on what type of reporting tool the sales and marketing department should use to capture sales information to help promote strong relationships with customers. The sale and marketing team’s goals are to improve customer relationships, find potential new customers and market, increasing profits and sales revenue. After research and analysis, I recommend the sale and marketing team to use Customer Relationship Management (CRM) as their reporting tool to track and achieve their goals. According to Tech Target, CRM is a combination of practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. CRM collects customer data through different channels like the company website, telephone, live chat, and direct mail. Which can help the company find new customers and build customer loyalty. Also, it can capture and provide a visual overview of how the company is doing towards its goals, like

sales rep performance, the revenue made domestically and internationally, and sales from authorized dealers and certified dealers. CRM will help the company find new customers, win their trust, and keep them happy by organizing customer data in a way that helps build stronger relationships with them and grow the business faster.

References Chai, W., Ehrens, T., & Kiwak, K. (2020, September 25). What is CRM (customer relationship management)? SearchCustomerExperience. Retrieved March 23, 2022, from https://www.techtarget.com/searchcustomerexperience/definition/CRM-customer- relationship-management#:~:text=Customer%20relationship%20management%20(CRM) %20is,retention%20and%20drive%20sales%20growth . Pingrey, J., & Caballero, B. (2021, August 10). 7 essential CRM reports every small business should use . Fit Small Business. Retrieved March 23, 2022, from https://fitsmallbusiness.com/crm-reporting/#:~:text=Reporting%20capabilities%20are %20one%20of,more%20efficiently%2C%20and%20sell%20smarter .

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