customer relationship management

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Related to Collaborative CRM: Customer relationship management, analytical CRM

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 ?
Collaborative CRM provides and includes a number of channels of contacts with the client.
We're absolutely thrilled with our acquisition of KNOVA and partnership with Million Handshakes," said Strom, "and even more thrilled with how quickly we have been able to deliver the market's first operational and collaborative CRM offering to our customers.
Combination of Onyx and KNOVA Launches Consona CRM and Creates First and Only Fully Integrated Operational and Collaborative CRM Offering
EMM is a component of the CRM technology ecosystem, with a footprint in operational, analytical, and collaborative CRM.
Edwards is committed to helping companies in this industry succeed by offering a collaborative CRM solution that provides the flexibility and adaptability they require," said Mark Logan, vice president and general manager of CRM for Financial Services at J.
ePeople, the leading provider of web-based collaborative CRM solutions, today announced that Openwave Systems Inc.
CISs are hubs for customer-facing and revenue-cycle-processing activity, with a functional footprint covering operational CRM and a segment of collaborative CRM.
Leveraging the expertise from 2,200 member support centers, The Service & Support Professionals Association (SSPA), the leading industry association for IT support professionals, and ePeople, the leading provider of Web-based, collaborative CRM solutions, today announced the launch of SSPA Connect, a first of its kind online member-to-member support service that previews the new model for the delivery of support.

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