10-10-2017, 11:54 AM
Customer Relationship Management (CRM) is an approach to manage the interaction of a company with current and potential customers. It uses analyzing customer history data with a company and enhances business relationships with customers, focusing specifically on customer retention and ultimately driving sales growth.
An important aspect of the CRM approach are CRM systems that collect data from a variety of communication channels, including a company website, telephone, email, live chat, marketing materials, and more recently, social media . Through the CRM approach and the systems used to facilitate it, companies learn more about their target audiences and how to best meet their needs. However, adoption of the CRM approach may also occasionally lead to favoritism within a consumer audience, leading to customer dissatisfaction and defeating the purpose of CRM.
An important aspect of the CRM approach are CRM systems that collect data from a variety of communication channels, including a company website, telephone, email, live chat, marketing materials, and more recently, social media . Through the CRM approach and the systems used to facilitate it, companies learn more about their target audiences and how to best meet their needs. However, adoption of the CRM approach may also occasionally lead to favoritism within a consumer audience, leading to customer dissatisfaction and defeating the purpose of CRM.