| 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 organized 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.
According to one industry view, CRM consists
of:
 |
Helping an enterprise to enable its marketing departments to
identify and target their best customers, manage marketing
campaigns with clear goals and objectives, and generate quality
leads for the sales team.
|
|
|
Assisting the organization to improve telesales, account, and
sales management by optimizing information shared by multiple
employees, and streamlining existing processes (for example,
taking orders using mobile devices)
|
|
|
Allowing the formation of individualized relationships with
customers, with the aim of improving customer satisfaction and
maximizing profits; identifying the most profitable customers and
providing them the highest level of service.
|
|
|
Providing employees with the information and processes necessary
to know their customers, understand their needs, and effectively
build relationships between the company, its customer base, and
distribution partners. |
|
