Customer Relationship Management ( Crm )

1223 WordsOct 3, 20165 Pages
Customer relationship management (CRM) is an essential part of every modern business. At the beginning of 21st century, the customer power dramatically increased due to Internet and technology development. The objectives of CRM are to build profitable and long-term relationships with customers. CRM is a complete system that provides a 360-degree view of the customer. It is also a method that tends to capture the experience of the consumers, and gain their trust to remain loyal customers. It is also considered to be a philosophy with many different applications. One of them is that CRM is a strategic tool that involves marketing, sales, service, and supporting technologies that produce mutual value, revenue, solutions, and efficiency to businesses and customers. Through those applications CRM is focused on assisting the customer service process and identifying customers’ values. Its goal is focused on optimizing customers’ experiences through adding values to their services. CRM is trying to bring the idea that business is not only offering products or services, but also an experience. It is like an inner window in customers’ needs that provides the necessary information to make their experience better. CRM strives to provide customers with a positive, happy experience each and every time. All companies want their products/services be visible in real time- at the right place, at the right time, at the right amount, and to the right customer. Therefore, in order to achieve
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