Costumer Relationship Management (CRM) of Johnson & Johnson Company

Johnson & Johnson :
Leading maker of health care products for consumers and hospitals
(About CRM on Its Website and Facebook)
Customer Relationship Management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.
Customer Relationship Management (CRM) is a type of management that specifically discusses the theories about the handling of the relationship between the company and its customers with the aim of increasing corporate value in the eyes of its customers.
The main goal of CRM is to improve long-term growth and profitability through a better understanding of the habits (behavior) customers. CRM aims to provide feedback that is more effective and better integration with the return on investment (ROI) in this area.
A CRM system should be able to perform the function:
 Identify the factors that are important to customers.
 Carry the philosophy of customer-oriented (customer centric)
 Adopt a measurement based on the customer's point of view
 Build a process end to end customer service
 Provide excellent customer support
 Dealing with complaints / customer complaints
 Take note of and follow all aspects of sales
 Create a holistic information about information services and sales from customers
Customer relationship management is a corporate-level strategy, which focuses on building and maintaining relationships with customers. Some software packages are available with different approaches to CRM. However, CRM is not technology itself, but it is a holistic approach to organizational philosophy, which emphasizes close relationships with customers. CRM care philosophy of the organization at all levels, including policies and processes, customer service, employee training, marketing, fund management and information systems. CRM system integrates marketing, sales, and customer service from end to end. CRM systems typically provides software and online tools for sales, costumer services, and marketing.
Nowadays, social media sites like Twitter, LinkedIn, and Facebook are amplifying the voice of people in the marketplace and are having profound and far-reaching effects on the ways in which people buy. Customers can now research companies online and then ask for recommendations through social media channels, making their buying decision without contacting the company.
People also use social media to share opinions and experiences on companies, products and services. As social media is not as widely moderated or censored as mainstream media, individuals can say anything they want about a company or brand, positive or negative.
Increasingly, companies are looking to gain access to these conversations and take a part in the dialogue. More than a few systems are now integrating to social networking sites. Social media promoters cite a number of business advantages, such as using online communities as a source of high-quality leads and a vehicle for crowd sourcing solutions to client-support problems. Companies can also leverage client stated habits and preferences to target their sales and marketing communications.
As explanations above, a company that implemented CRM is Johnson & Johnson (J&J).

Johnson & Johnson is the world's largest and most diverse manufacturer of health care products and services for the consumer, pharmaceutical, and medical devices and diagnostics markets. Made up of over 250 operating companies, Johnson & Johnson employs approximately 119,000 men and women in 57 countries and sell products throughout the world.
A way of J&J to implement CRM is by using their web site. We can find it on http://www.jnj.com/connect/?flash=true . On that site, we can find all about J&J Company, begin from it products, its caring, and its company, of course about its employees, careers, investors, news, partners, and contact. For the part of J&J caring, we can find about Company Initiative, Johnson & Johnson is involved with many causes and advertising campaigns that encourage healthy lifestyles and support those people who care for the health of others. In this part includes:
 Helping Moms and Children: An initiative dedicated to helping improve women and children’s health in the developing world.
 The Johnson & Johnson Campaign for Nursing’s Future: This U.S. initiative has championed the nursing profession and helped recruit and retain nurses. Follow Nursing Notes by Johnson & Johnson on Facebook
 Strength for Caring: This is a comprehensive online resource and community developed to help family caregivers care for their loved ones and themselves.
 Safe Kids Worldwide. Children die from accidents more than any other cause. We’re working to put an end to childhood injury and death.
 Because We Care, We Act. This advertising campaign currently running in China celebrates the unsung heroes who dedicate themselves to caring for others.
 Having a Baby Changes Everything. This campaign uses real moms and dads in real situations to celebrate the joys of parenthood.
View these videos on the Johnson & Johnson Health Channel on YouTube: JNJHealth
J&J uses Facebook and creates it page on Facebook. We can find it on page Johnson & Johnson Network. This page is for discussions about Johnson & Johnson. For this page have about 7.799 fans. This page contains wall—that the members can share on the wall, info, photo collections, you tube, links, notes, videos—of Johnson & Johnson Company. While community members can make comments, Johnson & Johnson reserves the right to remove those that are off-topic, abusive or that are spam. Product questions should be put to its companies. According to the page, we can find that this page has high intense, everyday it shares a post for the members. This page is for discussions about Johnson & Johnson and initiatives and projects the company is involved with. While J&J welcome community members to make comments, J&J reserves the right to remove those that are off-topic, abusive or intended to spam. That said, some comments may be forwarded to other people within the Johnson & Johnson Family of Companies for follow-up as appropriate.
This page is not intended as a forum for discussing products made by the Johnson & Johnson operating companies, including the reporting of side effects associated with the use of prescription medicines. As such, postings or comments that contain product discussions may be removed by the moderators of this page. Any questions specific to products made by any Johnson & Johnson company should be directed to the companies that sell them. A list of the products sold by our operating companies is available on the Johnson & Johnson website. http://www.jnj.com/connect/healthcare-products/. This page told us that please keep in mind that Johnson & Johnson and its operating companies work within highly regulated industries. Therefore, comments that pertain to legal matters or regulatory issues may be removed. The comments contained on this site come from members of the public, and do not necessarily reflect the views of Johnson & Johnson Services Inc. Johnson & Johnson Services Inc. does not endorse or approve of their content.
So for products especially we can find them on http://www.jnj.com/connect/healthcare-products/
For example, Johnson & Johnson Network shares about World AIDS Day 2010. “December 1st is World AIDS Day. In recognition of this important day we’ve posted this video to the Youtube Health Channel about our plant in East London, South Africa and our employees’ experiences of living with HIV/AIDS. Check it out below. What does World AIDS Day mean to you? Are you taking action in recognition of World AIDS Day”. Below that post we can find the comments or reserve by members. Visit http://www.facebook.com/pages/Johnson-Johnson-Network/126297030950 for more informations :)
Also in this page has a favourite page, Nursing Notes by Johnson & Johnson—as a J&J company initiative. Nursing Notes is a publication of the Johnson & Johnson Campaign for Nursing's Future. This page is informational and intended to engage with the nursing community. Visit http://www.facebook.com/jnjnursingnotes#!/jnjnursingnotes?v=app_7146470109  This page has about 3,728 people who like this.
The purpose of this page is to provide information to and engage with the nursing community about topics presented in Nursing Notes, a monthly newsletter produced by the Johnson & Johnson Campaign for Nursing's Future. The following content will be considered defamatory and slated for removal from the Nursing Notes Facebook Fan Page:
 Content that is damaging to the image or reputation of Johnson & Johnson, the Campaign or Nursing Notes
 Inaccurate, biased or abusive content, including derogatory statements about medical professionals, including doctors and nurses
 Posts containing profanity
 Comments that include medical advice or information on specific medical products
 Posts that advertise a product or a service
 Spam
 Off topic posts or comments not consistent with our Fan Page
Johnson & Johnson is not responsible for practices of any user on the page. This content is for informational purposes only and is not intended to be a substitute for professional medical advice. All user-generated content will be reviewed and may be removed if considered inappropriate.
Products:
Nursing Notes is a free monthly HTML newsletter produced by the Campaign. To subscribe, go to http://www.discovernursing.com/newsletter.

To contact the Campaign for Nursing's Future, visit https://www.discovernursing.com/contact-us.
Facebook Page:
http://www.facebook.com/jnjnursingnotes
Everyday, this page shares the post and the fans or members reserve it by comments and others. For example, one day a fan share this follows on the wall (names are covered);
CD : Hi everyone..Happy Holidays...I would like some input, opinions, or experiences with my concern. I am a Nursing student. This is my dream. Family is very important to me. I don't have children as of yet, but I am wondering with Nursing especially those working at hospitals are you able to spend time with your children?... Its a constant concern that I have..Thanks for reading & responding to my post..
This is one of the responses:
EGC : I work at UVA in Charlottesville, work a day/night rotating shift and I love it because my manager allows us to pretty much make our schedule around life......it is awesome. If you can figure out a schedule that works for you. Occasionally I have to fine tune my schedule according to my schedule and because there are always shifts to pick up and spots to fill......it is possible to enjoy time with your children and be there when you need to be. ;-))
On these pages, Johnson & Johnson also shares discussions with the members, makes the events, photos memory, shares the job vacations, and of course share its products and services. Like Johnson & Johnson Family of Companies touches more than a billion people’s lives each day through our health care products and services, it corporate giving and the volunteer efforts of it employees. It’s part of the daily rituals people follow to care for themselves and their families. It helps doctors and nurses, cares for patients, heals the sick and restores the joy of good health. And it support non-profit organizations throughout the world in advancing the health and well-being of those in need.
For more than 120 years, the desire of the people in J&J companies to make a difference has inspired every invention, every product, every breakthrough it has brought to human health. This commitment to serving the needs of others is guided by the Johnson & Johnson Credo.
On the website, we can contact Johnson & Johnson Company by the address
Main Office:
One Johnson & Johnson Plaza, New Brunswick, New Jersey 08933
(732) 524-0400
http://www.jnj.com
http://www.jnjbtw.com
http://www.kilmerhouse.com
http://www.youtube.com/jnjhealth
For information regarding the recent voluntary product recall, consumers should go to
www.mcneilproductrecall.com or call 1-888-222-6036 (Monday-Friday 8 a.m. to 8 p.m. Eastern Time)
Last, Johnson & Johnson Company said that: “Thank you for your interest in learning more about our company. We care about your questions and
concerns.”