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Customer Relationship Management CRM

Customer Relationship Management (CRM) is an approach to managing a company’s interaction with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support.

 

CRM is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues.

 

CRM normally includes the following functions:

Sales force automation - implements sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales, and coordinates sales, marketing, call centers, and retail outlets.

  • Data warehouse technology, used to aggregate transaction information, to merge the information with CRM products, and to provide key performance indicators.
  • Opportunity management which helps the company to manage unpredictable growth and demand, and implement a good forecasting model to integrate sales history with sales projections.
  • CRM systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales.
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