Importance Of Crm For Any Organization Essay

CRM is a process that turns the customer’s data into customers’ loyalty through activities which is collecting customers’ data, analysing customer data and identify target customers, developing CRM through programs and implement CRM programs.

Marketing research is very important component of a business used to identify and define the opportunities and problems that they will encounter on the market. The aim

Marketing research is the method/methods that connect the clients, buyers and users to the marketer through data found from research to find and outline marketing opportunities and dilemmas. The general aim of marketing research is to recognize and evaluate how altering the marketing mix which is comprised of 4 features: product, price, promotion and place, influences customer behaviour.

Definition of marketing research: - it is defined as collecting, recording and examining the data about problems related to the marketing of goods and services of organisation. It could be gathered through various ways such as online customer surveys, word of mouth, surveys etc.

In light of these, considering customers’ needs and wants first and making business plan for that is key to success, and CRM makes that dream come true. CRM helps a company to understand their customers and know what they want. Through this, companies can get closer relationships with customers and they can differentiate themselves from other competitors by providing superior service and offering a consistent, convenient customer experience. Not only for customers, but also CRM is beneficial for companies ' internal control. First of all, in these days, the size of the company is getting bigger. Consequently, the

"Marketing research is the systematic and objective search for, and analysis of, information relevant to the identification and solution of any problem in the field of marketing."

The company should use different marketing research and approaches to keep up to date information of customers demand and market trend so that it can achieve it’s stated objectives. According to Kotler and Armstrong (2008) marketing research is all about “collecting information, assessing, analysis, systematic design and reporting of relevant data” for the marketing of goods and services in a given market situation.

Marketing Research plays an instrumental role in all three phases of the marketing management process in: planning, implementation, and evaluation.

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)

Market research is a process designed to link managers to consumers through information. It is used to identify opportunities and make better informed decisions about products which have future market potential.

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).

Marketing research is the function that links the consumer, customer, and public to the marketer through information—information used to identify and define marketing opportunities and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improve understanding of marketing as a process. Marketing research specifies the information required to address these issues, designs the method for collecting information, manages and implements the data collection process, analyzes, and communicates the findings and their implications. (Marketing Research, 2007, p.9).

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

Marketing research is a very vital part of any marketing intelligence system and helps improve the management decision making by providing information that is relevant, accurate, precise and timely. Every decision that poses unique needs for information and related strategies can be developed based on information gathered through marketing research in action. Too often, marketing research is considered narrow for the collection and analysis of data for others to use but still they come in very handy. Firms can achieve and maintain a competitive advantage through the creative use of this market information. Thus marketing research can be defined as the decisions made on the basis of input information

Marketing research is "the process that associates the consumers, customers, and end users to the marketer through information — information used to classify and describe marketing prospects and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and development understanding of marketing as a process. Marketing research identifies the information required to address these issues, designs the method for collecting information, manages and implements the data collection process, analyzes the results, and communicates the findings and their implications. This is the systematic collecting, recording, and analysis of qualitative and quantitative data about problems relating to marketing products and services. The aim of marketing research is to classify and evaluate how changing components of the marketing mix impacts customer behavior.