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 ?
The site offers free company research, related pay-as-you-go company information, user generated content and contact relationship management tools, empowering all business professionals to compete on an equal platform through the open web.
More than 15,000 accounts in the nonprofit, government and corporate sectors use Kintera's "software as a service" innovations, including Kintera Sphere(TM), an enterprise-grade software platform that provides a secure, scalable and reliable system for contact relationship management (CRM), a Web content management system (CMS), eMarketing and directed giving applications.
More than 15,000 accounts in the nonprofit, government and corporate sectors use Kintera's "software as a service" innovations, including Kintera Sphere(TM), an enterprise-grade software platform that provides a secure, scaleable and reliable system for contact relationship management (CRM), a web content management system (CMS), eMarketing and directed giving applications.