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Customer Relationship Management

CRM (customer relationship management) is an IT term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. In short, it is an application designed to assist a business in organizing all the data associated with a client - from marketing, to the initial lead, to the sale and any ongoing follow up or support.For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.

Customer Relationship Management includes:

# Customer focused business strategies implementation.

# Functional activities re-designing

# Re-engineering of the work process.

# Supported by CRM technologies.

Features of CRM:

# It helps multiple people to handle a single client. All the informations and communication about the client is stored at one place for all the users to view. It becomes easier for the person who is dealing with the client if he is aware of all the previous communication with the client.

# CRM brought revolution in the world of customer support. The support personal has full informations about the client and the previous communication details on the finger tips.

# CRM also helps to manage the potential customers as all the previous negotiation with the client is recorded. This is helps the sales team to better negotiate with the better negotiation with the customer.

CRM is getting widespread because of its ability to assist the organisation in many ways. the biggest advantage it has is for the sales and support team.

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