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Teratech Problem Solution

Running head: PROBLEM SOLUTION: TERATECH

Problem Solution: TeraTech
University of Phoenix

Problem Solution: TeraTech
TeraTech is a five-year-old Customer Relationship Management (CRM) solutions provider in the pharmaceutical industry (TeraTech Scenario-UofP) In an effort to better serve its customers and employees, TeraTech has chosen to implement a new approach of customer relationships, valuing long-term relationships versus high quantitative tactics. In this paper, the major issues and opportunities will be identified to aide TeraTech in solving its current problem. It will identify the main issues and opportunities the firm is facing as well as the possible ethical dilemmas it may encounter. The vision and end state goals will be listed to receive a visual of where the company is striving to be. Also, the steps that will need to be taken in order for them to succeed will be shown before concluding. This paper will be informative but also intriguing. It will enhance your knowledge of and also help you, the reader to form an opinion of TeraTech's current plan and how it will reach its ultimate plan.

Describe the Situation
Issue and Opportunity Identification
TeraTech is facing a major culture shift within the company that will be crucial to the success of this new venture into CRM. Customer relationship management (CRM) is an organized process by which a company keeps track of contacts and conversations with customers. Organizational Culture is defined as the basic pattern of shared assumptions, values, and beliefs governing the way employees within an organization think about and act on problems and opportunities (McShane and Glinow 2005). A few areas of major concern are team viability, instrumental cohesiveness, and customer satisfaction.
The main issue TeraTech is facing is downward sales because of customer dissatisfaction. Because the industry has been suffering major and fierce competition, it has caused...