customer relationship management

(redirected from Customer relationship manager)
Also found in: Dictionary, Encyclopedia.

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 ?
Strongmail, a provider of online marketing solutions, announced today that its e-mail marketing solution, Strongmail Message Studio, is to be integrated with the SAP Customer Relationship Manager (SAP CRM) application.
6pm: Back to the office in Chester to interview two people who have applied for a customer relationship manager position.
C[pounds sterling]One clear theme which emerged from our research was that in order to best meet the needs of the oil and gas sector, we needed to establish a core team whose passion and sole focus was to develop and support the oil and gas customer base.C[yen] Backed up by customer relationship manager Catherine Reynolds, a sales manager and an internal pool of consultants, the new oil and gas development team will work with key national and international clients across the energy spectrum.
Adnan Idress, Nawras customer relationship manager, said: Acents[euro]A"We have realised that our customers would benefit from a tool to help them obtain useful information about the many facets of being a Nawras customer.
"We needed VoicePort to integrate with both our legacy circulation system and our new circ system," Circulation Customer Relationship Manager Juliette Mitchell said in a statement.
Tom Reilly, executive vice president in Jones Lang LaSalle's New Jersey office, has been named the Global Customer Relationship Manager for the Schering-Plough account.
You called me all the time to let me know what was going on.'" Looking back, he says he probably could have hired a customer relationship manager at the 150-pool-a-year mark.
Jeff Crum has been named customer relationship manager.
In many ways, organizationally speaking, in order to effectively support a customer, EVERYBODY has to be a customer relationship manager. You can't really distinguish between a CRM function, and the rest of the organization," he says.
The worst flexible mortgage, though, would still have beaten the offer that customer relationship manager Claire Westbrook received from Alliance & Leicester.
The transaction did not include CyberCrop's cash-grain trading system, logistics tool or customer relationship manager platform.

Full browser ?