customer relationship management

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customer relationship management (CRM)

a strategic concept which focuses on business competencies, processes and technologies required to effectively service the needs and requirements of a firm's customers. As such CRM embraces key MARKETING activities and related INFORMATION MANAGEMENT in order to keep existing customers and attract new ones. The issue of customer retention has taken on a new imperative in the digital age, with the INTERNET and E-COMMERCE providing customers with greater opportunities to compare prices, switch suppliers etc. CRM recognises that businesses need to use these new technologies more proactively to their own advantage, either by developing IT capabilities in-house or relying on outside IT specialists, to provide call centres, sales force automation, marketing and data analysis and website management.
References in periodicals archive ?
In addition, TM Forum will host Action Week Asia during the Customer Experience Management Summit.
You may use customer satisfaction surveys or other means to check your progress, but whatever your results show at first, rest assured that customer experience management is an ongoing practice.
Three years ago Keepcon started creating new services leveraged on the same technology, adding English to its semantic solutions and becoming a leading automated customer experience management service in Latin America by providing actionable insights for marketing and automation of customer care processes.
We are the experts in customer experience feedback so we know that Lotto NZ chose Hoed Research NZ because of our extensive experience with customer research, mystery shopping and customer experience management.
ATLANTA -- While customer experience management (CEM) provides an excellent platform for differentiation, the industry is at high risk of becoming misunderstood into extinction, according to the Beyond Philosophy 2011 Global Customer Experience Management Survey released today.
Thus it complements Nokias existing Customer Experience Management for Loyalty Scores solution.
Tektronix Communications, a provider of communications test and network intelligence solutions, announced on Tuesday (7 April) it has acquired Arantech, a provider of Customer Experience Management (CEM) solutions for wireless communications providers.
Adobe received high scores across a broad range of criteria such as authoring tools, customer experience management, library services, presentation management and product strategy.
Through the acquisition, Tieto strengthens its position as one of the leading Nordic players in digital Customer Experience Management and supports the companys aim to accelerate growth in this market.
the leading provider of sentiment and text analytics software implemented by many Global 1000 companies to improve customer experience management (CEM), today announced that of the top 20 firms listed as leaders in 2011 Temkin Experience Ratings report, over 1/3 were utilizing Clarabridge Enterprise as a sentiment and text analytics solution for their customer experience management programs.
M2 EQUITYBITES-December 3, 2015-AutoAlert Acquires Auto Industry Customer Experience Management Platform
The cloud-based customer experience management (CEM) platform, which is consequently now called HDAnalytics+ has been expanded by SpatialBuzz.

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