subject: CRM - A Quality Management Service [print this page] CRM - A Quality Management Service CRM - A Quality Management Service
CRM (customer relationship management) is a term, referred to as an information industry phrase which is used for methodologies, software, and usually Internet capabilities. It is a process of approaching to the customers by the company. An enterprise builds a database about its customers describing the relationships with the customers in sufficient detail so that management, salespeople, people providing service, and the customer directly have the opportunity to access information while matching the customer needs with product plans and offerings. In addition to that it also reminds customers of service requirements; know what other products a customer had purchased. This process has proved to be beneficial for both customers and the company. This continuous communication process helps the company to be in constant touch with the customers.
According to view provided by one industry CRM consists of the following advantages:
An enterprise receives help through this process as it enables its marketing departments to identify and target their best customers while managing marketing campaigns and generating quality leads for the sales team.
Customer relationship management assists the organization to improve telesales, account, and sales management. This is done by optimizing information shared by multiple employees, and streamlining existing processes. One such instance can be cited, taking orders using mobile devices.
There are ways that allow the formation of individualized relationships with customers. This is done with the main aim of improving customer satisfaction and maximizing profits. Identifying the most profitable customers and providing them the highest level of service is also one of the major features of customer relationship management.
The last and most important feature of customer relationship management is to provide employees with the information and processes necessary to know their customers. This helps in understanding and identifying customer needs and effectively builds relationships between the company, its customer base, and distribution partners.
CRM software is one method that has helped the organization for over a period. Thus many organizations turn to Customer Relationship Management software that helps the organizations to manage their customer relationships. There are various kinds of Customer Relationship Management technology. These technologies are offered on-premise, on-demand or through Software as a Service (SaaS) customer relationship management. The popular software that has achieved success includes mobile customer relationship management and the open source customer relationship management software model.
