Customer relationship management (CRM) is a pretty comprehensive term, broadly used by companies in covering their management issues with their clients and customers. Aspects of Customer relationship management (CRM) includes storage after capture and analysis. Customer relationship management (CRM) is very necessary for the proper functioning of an organization or a company. It is also very important in developing Relationships with customers and clients and having healthy transactions with them. Operational, Analytical and Collaborative are the three important characteristic of any kind of Customer relationship management (CRM).
Each of these processes have their own unique way of contributing towards proper management of customer relationships. CRM was first conceptualized in the later part of the 1990s. From then on, relationship management has become an integral part of the functioning system of every organization. A lot of subtle technical processes are involved in CRM and the organization should possess proper technical hands to implement CRM properly. A number of software support and customer support features are integrated in this high tech system. Customer relationship management (CRM) is a total technical process.
CRM (operational) lends support to activities like front office, which includes sales, service and marketing. All the documents related to customer interaction is usually added to the history of the client`s contact. Staff can always avail the information whenever the need arises. This greatly facilitates customer interaction, in various regions where the organization has its offices or channels. Contact history of the client can be accessed across various operational zones of the organization and the clients do not have to repeat their case history, as the person with whom they are interacting is already aware of it. Many companies have call centers that manage customer information by using the CRM software system. CRM (operational) works on customer information for multiple purposes, including management of campaigns, automation of sales force and automation of enterprise marketing.
CRM (collaborative) includes the interaction between the organization and the customers, done directly. Feedback is requested from the customers, and the interactions usually take place through web, emailing, sms or AVR (Automated Voice Response). This help the organization in reducing costs and improving services. The data on customers and clients are analyzed in CRM (analytical). This often results in maximizing the effectiveness of the market, in related fields. The execution of proper customer related measures is taken care of. Issues like pricing, retention, selling and marketing are associated with CRM (analytical).
There are several strategies that various companies adopt to improve Customer relationship management (CRM) and facilitate their business processes and client servicing activities. Technological excellence has to be in place for executing Customer relationship management (CRM), and any faulty step can lead to grave consequences and can harm the reputation of an organization. Customer relationship management (CRM) is truly a very important part of managing customer relationships. The infrastructure of the organization should be world class to properly apply Customer relationship management (CRM).