Customer relationship management: CRM, is the way in which a company manages interactions with its customers. A successful CRM solution depends on the ability to interact with customers through any channel they choose, as well as a way to track and maintain real-time records of customer interactions so a complete view of the customer can be established.
Effective CRM delivers the personalized, informed service on-demand that customers expect. An informed response comes from a system that provides a complete profile of the customer, including all past and ongoing interactions, regardless of the medium.
Today, the communication media between customers and companies are diversified: not only telephones that has been used previously, but the Internet, kiosk terminals, and so on are used as well. In CRM, these various channels are prepared to provide customers with better services, and to improve relationships between customers and companies.
Customer Relationship Management is a set of methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. It includes all business processes in sales, marketing, and service that touch the customer.
Computerization has changed the way companies are approaching their CRM strategies because it has also changed consumer buying behavior. With each new advance in technology, especially the proliferation of self-service channels like the Web and WAP phones, more of the relationship is being managed electronically.
Organizations are therefore looking for ways to personalize online experiences (a process also referred to as mass customization) through tools such as help-desk software, e-mail organizers and Web development apps.
CRM is a business strategy designed to organize the enterprise around customer segments, foster customer-centric behavior and link business processes from customers through suppliers.
Customer Relationship Management are the methodologies, software, and Internet capabilities that help a company manage customer relationships in an efficient and organized manner.
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