customer relationship management

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Related to Relationship management: emotional intelligence

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
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Information technology management and business scholars from Iran, India, Australia, Europe, and Ghana provide 14 chapters detailing strategies, applications, techniques, and tools for customer relationship management in the age of social media.
Customer Relationship Management is the biggest paradigmatic change in marketing theory and practice in new decades.
This research aims at identifying the different dimensions of customer relationship management in the Tunisian context.
TELECOMWORLDWIRE-November 7, 2014-Pegasystems to extend customer relationship management
Supplier Relationship Management: Unlocking the Hidden Value in Your Supply Base is an advanced guide to managing suppliers, particularly in large-scale businesses or growing corporations who may have a multitude of different partners.

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