Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, service and retain those the company already has, entice former clients to return, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.
Read more about Customer Relationship Management: Benefits of Customer Relationship Management, Challenges, Fragmentation, Development, Market Structures, Related Trends
Famous quotes containing the words customer, relationship and/or management:
“A good customer should not change his shop, nor a good shop change its customers.”
—Chinese proverb.
“It was a real treat when he’d read me Daisy Miller out loud. But we’d reached the point in our relationship when, in a straight choice between him and Henry James, I’d have taken Henry James any day even if Henry James were dead and not much of a one for the girls when living, either.”
—Angela Carter (1940–1992)
“Why not draft executive and management brains to prepare and produce the equipment the $21-a-month draftee must use and forget this dollar-a-year tommyrot? Would we send an army into the field under a dollar-a-year General who had to be home Mondays, Wednesdays and Fridays?”
—Lyndon Baines Johnson (1908–1973)