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CUSTOMER RELATIONSHIP MANAGEMENT (CRM )
CRM (customer relationship management) is an information industry term for
methodologies, software, and usually Internet capabilities that help an
enterprise manage customer relationships in an organised way. For example, an
enterprise might build a database about its customers that described
relationships in sufficient detail so that management, salespeople, people
providing service, and perhaps the customer directly could access information,
match customer needs with product plans and offerings, remind customers of
service requirements, know what other products a customer had purchased, and
so forth.
The processes and systems that combine sales, marketing, contact management
and support activities in managing customer interaction. They provide tools to
analyze customer/product sales history and profitability, campaign tracking
and management, contact and call center management, order status information,
and returns and service tracking.
The technique of establishing and maintaining a long-term business
relationship with your customers. CRM involves utilizing the data collected
during your customer interactions to determine the demographics and future
needs of each customer.
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