I was interested in the Customer Relationship Management (CRM) concept. I have heard a lot of it, and I know the ERP and ESB but not the CRM. That's why, I have decided to invistigate more in this subject.
Customer Relationship Management provids a vision for the way the company wants to deal with the customers. To deliver that vision, the CRM strategy embodies the sales, marketing, customer service and data analysis activities.
Often, the propose of companies is to maximise profitable relationship whith customers by enhancing the relationship for the vender and the customer.
To attemp this target, the CRM intends to put the customers at the center of the information flow of a company. It thus enables authorised persons on a company to have access to all details about their customers. No need so to contact and wait for informations about the customer from other departments (Sales, finance...).
From Company point of view, all customer are not created equal. The company should be able to identify these high value customers and then service them in a way which keep them loyal. From the customer perspective, the value of the realtionship is not only the product and price but also the quality of customer's interactions with the suppliers (well-understanding of their needs and proposition of relevant offers, response time...).
Here is a brief overview of what I have seen about CRM. I will for sure read more about this application which is essential for the proper functioning of the company.
Biblio:
http://es.atos.net/NR/rdonlyres/9C826F13-D59C-456B-AC57-416E686A4C30/0/crm_wp.pdf
Customer Relationship Management provids a vision for the way the company wants to deal with the customers. To deliver that vision, the CRM strategy embodies the sales, marketing, customer service and data analysis activities.
Often, the propose of companies is to maximise profitable relationship whith customers by enhancing the relationship for the vender and the customer.
To attemp this target, the CRM intends to put the customers at the center of the information flow of a company. It thus enables authorised persons on a company to have access to all details about their customers. No need so to contact and wait for informations about the customer from other departments (Sales, finance...).
From Company point of view, all customer are not created equal. The company should be able to identify these high value customers and then service them in a way which keep them loyal. From the customer perspective, the value of the realtionship is not only the product and price but also the quality of customer's interactions with the suppliers (well-understanding of their needs and proposition of relevant offers, response time...).
Here is a brief overview of what I have seen about CRM. I will for sure read more about this application which is essential for the proper functioning of the company.
Biblio:
http://es.atos.net/NR/rdonlyres/9C826F13-D59C-456B-AC57-416E686A4C30/0/crm_wp.pdf
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