• Customer Relationship Management (CRM) includes the methodologies, strategies, software, and web-based capabilities that help an enterprise organize and manage customer relationships.
• It is the collection and distribution of all data to all areas of the business.
• The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers.
• In today's competitive business environment, a successful CRM strategy must be followed and implemented and not just the installation of software and hardware packages with proper training of the employees.

To be effective, the CRM process needs to be integrated end-to-end across marketing, sales, and customer service, A good CRM program needs to do the following:

• Identify customer success factors
• Create a customer-based culture
• Adopt customer-based measures
• Develop an end-to-end process to serve customers
• Recommend what questions to ask to help a customer solve a problem
• Recommend what to tell a customer with a complaint about a purchase
• Track all aspects of selling to customers and prospects as well as customer support.
• It attempts to integrate and automate the various customer serving processes within a company

Next >> CRM Architecture