Customer Relationship Management is the establishment, development, maintenance and optimisation of long-term mutually valuable relationships between consumers and organisations. It is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. After all, good customer relationships are at the heart of business success.
There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
Successful CRM, focuses on understanding the needs and desires of the consumer and is achieved by placing these needs at the heart of the business by integrating them with the organisation’s strategy, people, technology and business processes.
CRM, relationship management, permission marketing, one to one marketing, and key account management all belong to the same family. In essence, these terms highlight 2 key themes: relationships and customers.
There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
Successful CRM, focuses on understanding the needs and desires of the consumer and is achieved by placing these needs at the heart of the business by integrating them with the organisation’s strategy, people, technology and business processes.
CRM, relationship management, permission marketing, one to one marketing, and key account management all belong to the same family. In essence, these terms highlight 2 key themes: relationships and customers.