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.
Collins Dictionary of Business, 3rd ed. © 2002, 2005 C Pass, B Lowes, A Pendleton, L Chadwick, D O’Reilly and M Afferson
References in periodicals archive ?
"To have them function in customer relations is also helpful, because you know, the public's perception of immigration officers is that we are snob," Medina commented.
"ANAIS gives the full picture of the data on our key accounts, thus enabling us to improve our business performance by focusing on better quality customer relations."
Currently operating as a team of 30, the customer relations team deal with all regulated complaints and is the first port of call for any customer queries that come through to the business.
"We have therefore appointed a new and younger managing director, who has fresh ideas, a lot of drive and energy, great leadership skills and fantastic experience in international business development and customer relations.
Lear joined DME's Dubai office recently, with 20 years of industry experience and has assumed overall responsibility for all the exchange's customer relations activities.
Lear joined DME's Dubai office on 23 July 2013 and has assumed overall responsibility for all the Exchange's customer relations activities, said the company in a statement.
The Customer Relations Department's efforts are supplemented by diverse media campaigns that create mass awareness about safe and judicious use of natural gas besides legal repercussions of gas theft and meter tampering.
And Kay Corner, customer relations operations manager, said staff can't wait.
International Resource News-February 21, 2012--Tata Power launches new customer relations centres(C)1994-2012 ENPublishing -
It hopes to use its Derry centre to expand into the UK market and the new staff will handle calls involving customer relations.
Austin, TX, July 15, 2010 --( Touch International, a leading touch screen manufacturer specializing in custom touch screen designs, announced today that as part of its initiative to enhance customer relations and improve worldwide access to touch screen information, the company's website has been translated into Chinese.
These solutions include consultancy and installation of integrated channels such as Field Customer Relations, telephone, interactive voice response (IVR), web, text messaging, e-mail, fax, correspondence, WAP, kiosk, digital TV and more, and management of all channels for its partners.

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