CRM 2.0 (Customer Relationship Management
Customer relationship management (CRM) is all about managing
the relationships you have with your customers—including
potential customers. CRM combines business processes,
people, and technology to achieve this single goal: getting
and keeping satisfied customers. It's an overall strategy
to help you learn more about your customers and their
behavior so you can develop stronger, lasting relationships
that will benefit both you and your customers. It’s
very hard to run a successful business without a strong
focus on CRM.
The overall goals are to find, attract, and win new clients,
nurture and retain those the company already has, entice
former clients back into the fold, and reduce the costs
of marketing and client service
# CRM Benefits : (Quality and
efficiency,Decision support,Decreased costs)
•Helping an enterprise to enable its marketing
departments to identify and target their best customers,
manage marketing campaigns and generate quality leads
for the sales team.
•Assisting the organization to improve telesales,
account, and sales management by optimizing information
shared by multiple employees, and streamlining existing
processes (for example, taking orders using mobile devices)
•Allowing the formation of individualized relationships
with customers, with the aim of improving customer satisfaction
and maximizing profits; identifying the most profitable
customers and providing them the highest level of service.
•Providing employees with the information and processes
necessary to know their customers, understand and identify
customer needs and effectively build relationships between
the company, its customer base, and distribution partners.