Customer relationship management concept strategy and tools pdf

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customer relationship management concept strategy and tools pdf

[PDF] Customer Relationship Management Concept Strategy And Tools - Semantic Scholar

CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution. CRM as a Process: Think of this as a system a business adopts to nurture and manage those relationships. CRM software records customer contact information such as email, telephone, website social media profile, and more. It can also automatically pull in other information, such as recent news about the company's activity, and it can store details such as a client's personal preferences on communications. The CRM system organizes this information to give you a complete record of individuals and companies, so you can better understand your relationship over time. CRM enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.
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Customer relationship management (CRM)

Customer Relationship Management

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Concept, Strategy, and Tools

He is responsible for driving the vision and culture for the organization. At its core, customer relationship management CRM is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A saying frequently heard and said in many businesses is "customer is king. CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention. Since customer loyalty and revenue are both qualities that affect a company's revenue, CRM is a management strategy that results in increased profits for a business.

It seems that you're in Germany. We have a dedicated site for Germany. Authors: Kumar , V. This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships.


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