Customer Relationship Management Systems For Business Communications

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Customer Relationship Management Systems in Business Communications
Introduction
One thing that all successful businesses have in common is a satisfied customer base. Some companies have the luxury of routinely working with the same set of customers in a fairly personal manner. These companies tend to be in the small business category, which affords them certain advantages relative to customer service that medium and large sized businesses simply cannot compete with. For many businesses they are turning to a technology solution to solve the problems they run into in the area of customer service. Customer Relationship Management (CRM) Systems were created in order to help businesses avoid common pitfalls that can ruin a businesses relationship with its valued customers. Many of these pitfalls involve poor communication; Customer Relationship Management Systems will aide users in many ways relative to improving customer communications. Over the course of this paper I will provide a brief overview of CRM systems that will include a historical analysis. Next, the importance of communication, specifically personal communications, will be explored. After reviewing the importance of communications I will talk about the importance of having informed employees and the future of CRM.
History of CRM Systems Before diving into the history behind CRM systems I think it is important to establish a working definition of CRM and CRM Systems. CRM is a system for managing a company’s
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