TJ Maxx: Customer Relationship Management System

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Operations Plan

Location

TJ Maxx is located in one of the busiest locations in Boston – 350 Washington Street, Boston, MA 02108. This is an excellent location to have our warehouse in as it helps us to serve our target in a more effective way as it is centrally located and it enables us to reach customers much more easily anywhere in the metropolitan area. A warehouse will be needed so that we can stock all clothing items customers return once they have tried it on. We will require an office which can accommodate at least 8-10 employees where they can operate from. Whereas, the office will be situated on the outskirts of Boston, since we only need it for operations, where rent is much lower which in turn will help us keep costs low. Majority
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Hence, we will be provided customers an 800 number for extensive support and also hold live chats during operating hours. Customer Relationship Management (CRM) Systems
CRMs will be required in order to make sure that our customer service level is high and interactions between existing and future customers are carried out flawlessly. CRMs gather information from different customer interactions such as; phone calls or emails. It also allows us to track a customers purchasing history, buying patterns and so on. This helps us better serve our customers as we can cater our service towards their preferences. Also, this software will be bought off-the-shelf.

Basic Computers
We will also require a certain number of computers which our employees can operate from. Tasks such as accounting, web developing and designing, research and development, marketing etc, can be carried out.

Suppliers and Supply
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This order will be processed and received by us, and we will in turn, place the same order to TJX. TJX will go ahead and deliver these products to us. Once it reaches our facility, we will organize, pack if needed, and deliver these products using either UPS or FedEx straight to the homes of customers. This entire process is likely to take 2-3 business days. The consumers will then have 48 hours to try the clothes on and decide which clothes they want to choose to buy. The clothes they end up rejecting, will be delivered back to us by them. At the time of delivery, we will either email or attach a return slip which will allow the customers to return the products free of cost. The products we receive back from the consumers will then be checked for quality purposes and stored at our warehouse and will be passed on to other customers for sale. Incase of any damage of to the clothing items, customers will be charged for the cost of the item

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