HPG 2403 CUSTOMER RELATIONSHIP
MANAGEMENT (CRM)
,Introduction
CRM is the foundational strategy a company uses to develop a custom
centric culture that focuses on managing and optimizing their current
future client relationships.
CRM can also be defined as a business strategy designed to optim
profitability, revenue and customer satisfaction.
CRM is the core business strategy that integrates internal processes and
functions, and external networks, to create and deliver value to targeted
customers at a profit.
, Customer relationship management system (CRMS)
CRMS is a combination of People, Processes, and Technolo
that seeks to provide understanding of a company’s custom
and to support a business strategy to build long- te
profitable relationship with customers.
Successful CRM focuses on understanding the needs a
desires of the consumer and is achieved by placing these at
heart of the business by integrating them with the organizat
Strategy, People, Technology and Business Processes
, Elements of CRM
CRM is a discipline that covers all the elements needed to
successful relationships with customers. It includes
following elements:
1. The information needed to understand customers better
2. The process management needed to deliver efficient and
appropriate experiences to customers.
3. The software tools that allow us to use that knowledge.
4. The training and change management elements so our peo
and organizations
MANAGEMENT (CRM)
,Introduction
CRM is the foundational strategy a company uses to develop a custom
centric culture that focuses on managing and optimizing their current
future client relationships.
CRM can also be defined as a business strategy designed to optim
profitability, revenue and customer satisfaction.
CRM is the core business strategy that integrates internal processes and
functions, and external networks, to create and deliver value to targeted
customers at a profit.
, Customer relationship management system (CRMS)
CRMS is a combination of People, Processes, and Technolo
that seeks to provide understanding of a company’s custom
and to support a business strategy to build long- te
profitable relationship with customers.
Successful CRM focuses on understanding the needs a
desires of the consumer and is achieved by placing these at
heart of the business by integrating them with the organizat
Strategy, People, Technology and Business Processes
, Elements of CRM
CRM is a discipline that covers all the elements needed to
successful relationships with customers. It includes
following elements:
1. The information needed to understand customers better
2. The process management needed to deliver efficient and
appropriate experiences to customers.
3. The software tools that allow us to use that knowledge.
4. The training and change management elements so our peo
and organizations
