Customer Relationship Management Essay

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The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004). To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are…show more content…
The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A & Marakas, G. 2004). To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are web-enabled and they are the most used by business nowadays. Customer relationship management system help companies improve in contact and account management, sales, marketing and fulfillment, customer services and support, and retention and loyalty programs. Using Intranet and Internet, customer relationship management systems can make customer information available to every employee in the company. This access to customer information will help employees to right away update and save relevant information for future interactions. Furthermore it will help professionals in charge of sales to successful obtain the required information before contacting customers. There are two types of selling used to improve sales which are benefited by CRM

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