Customer Relationship Management

Introduction

CRM is a customer centric business strategy to understand and anticipate customer needs- (Gartner Group)

CRM is an approach to enable seamless integration of every area of business that touches the organizations customers -(CRM Guru).

At its most basic, CRM involves customers, organizations and relationships and the combination creates the need for management. CRM is best explained, as an organizations approach to engage in a "Customer-centric" business strategy to proactively manage customer interactions in a consistent manner across the enterprise.

A well-implemented CRM allows organizations to assemble a robust foundation to provide a 360 degree view of a customer- be it a customers address entry or the entire sales or support history with that customer.

Benefits

A complete 360-degree understanding of your customers

Detailed information on Customer transactions, activities with your organization, products and services in use etc.

Refined and sophisticated methods of customer acquisition

Targeted and focused customer retention activities to maximize customer lifetime value.

Ad hoc segmentation and data analysis for data driven marketing

Increased insight into creating marketing communications that are targeted and more relevant.

A Framework to accumulate knowledge on your customers and build a better understanding of your market

Manage and track Customer complaints, escalations, and turnaround response times in a proactive manner

Assess, manage and maximize "Customer Life-Time" with your organization