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CUSTOMER RELATIONSHIP MANAGEMENT (CRM ENABLES AN ORGANIZATION TO (Cross…
CUSTOMER RELATIONSHIP MANAGEMENT
DEFINITION
Managing all aspects of a customer’s relationship with an organization
to increase customer loyalty and
retention and an organization's
profitability
THE FUNCTION OF CRM
Design individual customer marketing campaigns
Treat each customer as an individual
Identify types of customers
Understand customer buying behaviors
CRM System involve accounting system, order fulfillment system, inventory system and customer service system.
CRM ENABLES AN ORGANIZATION TO
Cross sell products more effectively
Help sales staff close deals faster
Make call centers more efficient
Simplify marketing and sales processes
Provide better customer service
Increase customer revenues
Discover new customers
TREND OF CRM
Partner relationship management
by managing alliance partner and reseller relationship
Employee relationship management
provides employees with a subset of CRM applications
Supplier relationship management
evaluating and categorizing suppliers for different projects