Customer Relationship Management ( Crm )

The CRM involves gathering data for sales activates and organization by using information system technology. Also, being a crucial tool, CRM helps customers with their needs by making technical and customer support easier. The main goals of a CRM system are, getting new clients and customers, and reducing the cost of sales. With successful implementation of CRM, it allows processes, technology, and even people to work together to help increase profitability while decreasing operational

* A Customer Relationship Management System needs to be implemented. Such a system can be bought easily. But The Company should not buy any system just to have it. The decision has to be considered carefully from the aspects of both technical support and management. Management aspects will be addressed at a later point. Technical aspects are that the CRM System must support modern interface and network structures; this so two-way

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Nowadays, more and more enterprises, especially hotels, put specific emphasis on the management of customer relationship. They start to notice that today’s market is no longer the enterprise-oriented market, while turns to be customer-oriented. Customer Relationship Management (CRM) is a series of commercial activities that are designed to help a company obtain and maintain the closer and long-term relationship with customers, so as to understand more about each individual, and then create value for them. Thus, customers can be more valuable to the company as well. In order to implement CRM strategies, the company needs to utilize advanced information

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system

There is almost 2.5 quintillion bytes of data generated every day in the world as per the reports of IBM. With so much of data available at present in the world, there is a need to filter the information that is most important to you and your organization in order to have easy access to data and make highly informed decisions. You can make sense of huge amounts of data and take fact-based decisions in real time with the help of an executive dashboard. The executive dashboards are also called as strategic dashboards. It is a graphical interface that uses real-time data. The managers of an organization can identify opportunities for expansion and critical metrics, and check for areas that need improvement. The executive

It’s very important to a business to have good customer relationships; CRM Software’s main objectives are to attract new customers while maintaining and satisfying their current customers and trying to win back the trust of former customers. Customers are one of the most important variables for a business owner to pay attention to, when trying to create a profit. Customer Relationship Management software keeps track of customer information to help the company maintain a strong relation with the customers. Good CRM Software brings together information from all databases within a company and gives

According to Cravan and Piery, 2006 mentioned that “ Customer Relationship Management (CRM) system have attracted wide attention in companies because of several benefits they offer which, there are number of major benefits attainable in improving the service received by customers but most particularly in building and leveraging powerful and insightful databases of customer information. However, CRM can useful to solving the problem to DSK express delivery’s company about customer service problems. In recently, CRM developments have paralleled the growth in e-business and the two areas have several connections, leading to the emergence of e-CRM to describe Internet-based initiatives (Cravan and Piery, 2006). However, if we looking in DSK express delivery’s company that in the future with CRM which they have to development their company to e-business. For example, DSK company have to do e-business to service customer that can make customers feel comfortable for their service which customer can managed time to received stuff or payment, by both can do in the internet and also seller can have opportunity ti gather customer information in computer or database. However, the another useful viewpoint suggests CRM consists of three main elements such as, Identifying, satisfying, retaining, and maximizing the value of a firm’s best customers, wrapping the firm around the customer to ensure that each

Customer perception on CRM. Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers, so customer satisfaction is a key measure of the success of CRM. A research studied the impact of Customer Relationship Management (CRM) practices on customer’s satisfaction, analyzed variables such as reliability, responsiveness, assurance, empathy and customer relations, and found the perception of customer’s regarding CRM is based on a multifaceted set of variables, and it represents value judgments about outcome, impacts, and results of what organizations do or offers (Al Dalayeen, 2017).

Operation strategies aligned on the internal or external customer and fortifying customer relationships pave a way to latter-day organizations to get a competitive edge on the market and make a significant profit. This signifies that enterprises must evolve their skills in relation to identification of customer needs and hopes and then dispense substantial benefits to their customers resulting satisfaction therefrom. Construction and development of customer relationships are conditions for synergism. Customer Relationship Management (CRM) is both a business operation strategy and information system, which ensures the efficacy of the implementation of the strategy. According to Frow & Payne (2005), CRM may be defined as “the

Many firms using CRM to achieve their competitive advantage by understanding individual customer needs, and therefore to manage their marketing efforts more efficiently. For the rapid changes in the market-place, technology and marketing functions, customers are becoming more aware, less loyal and less acceptance of low service levels. These changes lead firms to make their marketing functions customer-based rather than product-based. In addition, growth in data storage technology has made it possible for firms to obtain more amount of customer-level information. All these reasons making effect on the rapid growth and increasing the awareness of CRM.

The use of CRM software enables companies to operate more effectively and efficiently. It consolidates customer data and permits each department access to it. The usage of this software serves to enrich the customer’s experience by recording all their interactions with the company (e-mails, social media, phone calls etc.)With this software, organizations can also analyze and predict customer and prospects behavior. Along with regular updates, proper implementation of reports, analysis and predictions, the organization may gain competitive advantage and maximize profitability.

The purpose of this paper is to understand the customer relationship management in details and its need w.r.t. current market scenario. The latest technologies which are available to support this function and how these latest technologies are better than the traditional approaches or technologies

Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.