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CRM , Customer Relationship
Management is a set of methodologies, software, and usually Internet
capabilities that help an enterprise manage customer relationships in an
organized way. CRM includes all business processes in sales, marketing, and
service that touch the customer. For example, an enterprise might build a
database about its customers that describes relationships in sufficient
detail so that management, salespeople, people providing service, and even
the customer can access information. CRM matches customer needs with product
plans and offerings, remind customers of service requirements, know what
other products a customer has purchased, and so on. In contrast to customer
care, CRM or Customer Relationship Management tends to be used to deal more
specifically with the integration of all business functions with each other. |