A market is a place where demands are made and then met through supply. The customer, ie, the one who expresses the demand is the most important element of the business process. Therefore, in every business the satisfaction of the customer becomes a very important aspect of business management. As more and more products, brands and vendors come into the market, retaining the customer becomes very important. This is done through a management process called Customer Relationship Management or CRM. Like in every other area, computers have been used to help in the process of CRM as well.
CRM might be used in two senses depending upon the context. In the first sense it refers to the process and strategy of managing and retaining customers, and falls in the domain of management proper. In the other sense, it refers to the software solutions that help the management process in customer relationship management. Therefore, rather than a simple piece of software that most people understand by the term, CRM is a whole management process wherein the software is a simple handmaiden. The objective of the process as well as the software is to manage the customers through efficient systems support, customer savvy interface and better process management.
For CRM to be effective, it must be accepted in a holistic approach where each actor or part would function with the ultimate objective of customer satisfaction, and wherein all tools may be used pursuant to such purpose. This approach includes training of employees, a modification of business processes based on customers' needs and an adoption of relevant IT-systems (including soft- and maybe hardware) and/or usage of IT-Services that enable the organization or company to follow its CRM strategy. A software CRM solution has many advantages: it is scalable; it supports multiple communication channels; it allows better workflow; it allows better assignments; it supports database and centralized control; it has better control over customer privacy considerations, etc. Thus, it helps in all areas of CRM – operational, analytical and collaborative aspects.
In this section of 01webdirectory.com, we provide links to various resources, ranging from CRM service bureaus, software solutions, guides, and more.