Customer relationship management concept strategy and tools pdf
Customer Relationship Management Concept Strategy And Tools
Part of the Springer Texts in Business and Economics book series. Customer relationship management CRM as a strategy and as a technology has gone through an amazing evolutionary journey. The initial technological approach was followed by many disappointing initiatives only to see the maturing of the underlying concepts and applications in recent years. Today, CRM represents a strategy, a set of tactics, and a technology that have become indispensible in the modern economy. It stresses developing an understanding of economic customer value as the guiding concept for marketing decisions.
He is responsible for driving the vision and culture for the organization. At its core, customer relationship management CRM is all of the activities, strategies and technologies that companies use to manage their interactions with their current and potential customers. A saying frequently heard and said in many businesses is "customer is king. CRM helps businesses build a relationship with their customers that, in turn, creates loyalty and customer retention. Since customer loyalty and revenue are both qualities that affect a company's revenue, CRM is a management strategy that results in increased profits for a business.
CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution. CRM as a Process: Think of this as a system a business adopts to nurture and manage those relationships. CRM software records customer contact information such as email, telephone, website social media profile, and more. It can also automatically pull in other information, such as recent news about the company's activity, and it can store details such as a client's personal preferences on communications. The CRM system organizes this information to give you a complete record of individuals and companies, so you can better understand your relationship over time.
PDF | Customer relationship management: concepts and tools is the first CRM, and the business strategies it supports, have changed dramatically since the.
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Concept, Strategy, and Tools
It seems that you're in Germany. We have a dedicated site for Germany. Authors: Kumar , V. This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer relationships. Throughout, the book stresses a clear understanding of economic customer value as the guiding concept for marketing decisions. The book is a comprehensive and up-to-date learning companion for advanced undergraduate students, master's degree students, and executives who want a detailed and conceptually sound insight into the field of CRM.