Customer Relationship Management

Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes, principally sales activities, but also those for marketing, customer service, and technical support.



The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service.

Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.

Businesses have been using CRM for years. In fact, nearly all of the most successful businesses implement CRM. Customer relationship management can drive sales, increase business, and develop a high standard of customer service and satisfaction.

Many forms of CRM exist, including Sales Force Automation (SFA), Marketing, and Customer Service.

There are three types of CRM: Operational, Collaborative and Analytical.

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