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 ?
But the growth of customer relationship management in other industries is in analytical customer relationship management for mission-critical intelligence.
To successfully implement a customer relationship management system, an insurer needs a well-designed strategy from an organizational perspective as well as an integrated technological approach and aligned business processes.
Business process leaders, sales and marketing executives, and customer relationship management teams from leading companies will share best practices and lessons learned in implementing SAP CRM on-demand, channel management, e-commerce, partner relationship management, sales force automation and more.
Enhancing the Customer Experience of the Wealthy 2006" best practices survey asked wealthy consumers to indicate which exact best practices they believe are most important in three areas: Customer Information, Customer Relationship Management, and Customer Loyalty programs.
Pivotal Corporation, a software unit of CDC Corporation (NASDAQ:CHINA), is a leading provider of customer relationship management (CRM) applications to help organizations create superior customer experiences.
com, the leader in customer relationship management (CRM)," Firepond's CEO Bill Santo said.
Saratoga's wireless enterprise solutions and customer relationship management (CRM) software enable organizations to increase sales, marketing, and service effectiveness, ensure customer loyalty, and establish a sustainable competitive advantage.
AIADA endorsed Cobalt's family of online retailing and customer relationship management (CRM) solutions to help their member dealers seamlessly manage the entire automotive retail process and leverage every opportunity to drive dealer revenue.
a leader in Customer Relationship Management (CRM) solutions for health care, has released a white paper to help health care providers better understand and justify the need for CRM.
DUBLIN, Ireland -- "In the China software market, the applications market is expected to be the fastest growing area, especially supply chain-specific applications, back-office enterprise applications, and customer relationship management applications.
com (NYSE:CRM), the market and technology leader in customer relationship management (CRM) on demand, today announced that its industry-leading on demand CRM service has been named by the Software & Information Industry Association (SIIA) as the winner of the 2004 Codie Awards for Best Customer Relationship Management Solution and Best Software Service.
We are thrilled to be chosen by these leading Fortune 500 companies for their enterprise-wide deployments of customer relationship management on demand," said Marc Benioff, chairman and CEO, salesforce.

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