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 customer relation assistants (CRAs) will be wearing bright blue jackets sporting 'May I help you' slogans.
Helen Hamilton, Central's customer relations manager, said: 'I am delighted that Matt has won this award.
Phyllis Patterson was promoted to director of customer relations and administration from manager of customer relations.
Editorial for the first issue included stories on "relationships as assets," customer relations, trends in call centers and loyalty programs.
SHARES in Chester-based customer relations business GB Group rose by 15pc yesterday.
Maintaining and improving customer relations is a key goal of the transition effort, said Montgomery.
Recently, however, Burger King Customer Relations asserted that the fries are not to be considered vegetarian.
The Swedish supply chain and customer relations solutions provider International Business Systems (IBS) has received a contract for its IBS Virtual Enterprise and ASW software from the clothing company New Wave Group.
For example, in recent weeks BT has sent me letters first from their Customer Relations Manager (Brian Duncan), then from their Regional Customer Relations Manager (Margaret Torrence), and then from their National Customer Relations Manager (Tom Cowan).
Participants) take a course in customer relations and service, help-desk concepts, business communications, interpersonal relations and team building, call centre environment technology, and time/stress management.
NEW YORK-More retailers emphasize customer relations as a top management priority than any other aspect of doing business, including improving productivity, a new report shows.
Those using closed-loop marketing not only will know the customer, but also can turn customer relations into their competitive edge.

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