Customer Relationship Management

Customer Relationship Management (CRM) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized and efficient manner.

(mariosalexandrou.com, 2006)


CRM is the management team that control and evaluate the customer relation they have built. For any large or small business it is very important that they have a team of customer relationship managers. The customers always want to be informed of new deals and more. Therefore the stronger the relationship you have with your customer, the better it is for your business.


Customer relaitions within a business,

• recieving information about the customer
• promoting business further
• attracting new customers
• keeping previous customers

As you can see customer relationship management plays a big role in the business as the main customer database can be viewed in this depertment of the business.

CRM focuses on the relationship
Successful organizations use three steps to build customer relationships:

1. determine mutually satisfying goals between organization and customers
   
2. establish and maintain customer rapport
   
3. produce positive feelings in the organization and the customers
   

CRM conditions
The organization and the customers both have sets of conditions to consider when building the relationship, such as wants and needs of both parties;

1. organizations need to make a profit to survive and grow
   
2. customers want good service, a quality product and an acceptable price

(bussinessballs, 2002)