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 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.
Marketing research is what informs business’s make decisions by helping it to understand the changing dynamics of its market. This involves finding out more about customers, competitors and the overall marketing environment.
Customer Relationship Management (CRM) is a tool that helps track, manage and supply information about customer’s interactions with an organization to help contribute to customer satisfaction that leads to customer loyalty. Additionally, CRM programs provide tools and applications designed to target their efforts on the most profitable customers, target new potential customers, and generate sales and maintain relationships with customers contributing to a greater market share.
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.
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).
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 systematic and objective search for, and analysis of, information relevant to the identification and solution of any problem in the field of marketing."
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).
In order to establish a suitable CRM system and increase the success rate, understanding CRM processes is especially important. Building CRM system, there are many works need to do(). Firstly, the target customer market should be identified. Different customer strategies are focused on different target customer markets based on their profitability. Then, firms set customer objectives, for example, acquire customer satisfaction and loyalty. After that, the leaders and managers should support and commit the implementation of a CRM system. At the same time, when companies change their targets, a plan about changing
Customer Relationship Management (CRM): Customer relation management (CRM) is a cross functional enterprise system that computerizes numerous customers serving form in direct marketing, sales, customer service and accounting management. CRM allows a company to distinguish and focus on their best customer so that they can be held as a loyal customer for a longer period of time.
But, some of the disadvantages of customer relationship management system appeared at the same time. Company which using CRM is put too much focus on sales department and not integrate with accounting and marketing information, the customer relationships spread the whole life cycle but the company representative was forgetting and not connect with the service departments. In addition, the ability in performance will go down if the process of CRM dehumanized. It is because the system need people create the needed information and the human thought is needed to input information. The inputting data