{"id":463,"date":"2017-09-08T13:22:15","date_gmt":"2017-09-08T13:22:15","guid":{"rendered":"http:\/\/mansainfotech.com\/blog\/?p=463"},"modified":"2017-09-08T13:22:15","modified_gmt":"2017-09-08T13:22:15","slug":"customer-relationship-management","status":"publish","type":"post","link":"https:\/\/mansainfotech.com\/blog\/customer-relationship-management\/","title":{"rendered":"Customer Relationship Management"},"content":{"rendered":"

In short, CRM, is an attempt made towards creating, developing and maintaining healthy and long-lasting relationship with customers.<\/i><\/span><\/p>\n

The term has been into use since early 1990s. Only after this, concept of business has changed from being transactional to relational. <\/span><\/p>\n

So, in this post, we\u2019ll be discussing the very basic concepts of CRM. <\/span><\/p>\n

Definition<\/b><\/span><\/p>\n

\n

\u2018CRM is an organized approach. It helps in developing a profitable relationship with customers.\u2019 <\/span><\/p>\n

\u2018CRM is a software which assists marketing, merchandising and smooth service business <\/span><\/p>\n

operations.\u2019 <\/span><\/p>\n

\u2018We can also define CRM as a core business strategy which integrates internal and external processes to deliver value to target customers at profit.\u2019<\/span><\/p>\n

So, the primary purpose of CRM is \u2013 increasing customer loyalty and improving business profitability. <\/span><\/p>\n

Ingredients<\/b><\/span><\/p>\n

\n

There are various ingredients which work together to form successful CRM system. <\/span><\/p>\n

Analytics<\/span><\/p>\n

Business reporting<\/span><\/p>\n

Customer care service<\/span><\/p>\n

Human resource management<\/span><\/p>\n

Lead management<\/span><\/p>\n

Sales flow automation<\/span><\/p>\n

Work flow automation<\/span><\/p>\n

Objectives<\/b><\/span><\/p>\n

\n

Prominent menthods of using Customer relationship management includes – <\/span><\/p>\n

Customer satisfaction<\/span><\/p>\n

Expansion of customer base<\/span><\/p>\n

Work flow productivity<\/span><\/p>\n

Business sale enhancement<\/span><\/p>\n

History<\/b><\/span><\/p>\n

\n

1990s<\/span><\/strong><\/p>\n

An emergence of material resource planning i.e. MRP.<\/span><\/p>\n

1980s<\/span><\/strong><\/p>\n

The formation of database marketing. <\/span><\/p>\n

1990s<\/span><\/strong><\/p>\n

Industrial Growth<\/span><\/p>\n

2000s<\/span><\/strong><\/p>\n

Modern CRM<\/span><\/p>\n

Types of CRM<\/b><\/span><\/p>\n

\n

There are four basic types of CRM. <\/span><\/p>\n

1. Strategic \u2013 customer centered<\/span><\/p>\n

2. Operational \u2013 selling, marketing, customer service<\/span><\/p>\n

3. Analytical \u2013 intelligent mining of customer data<\/span><\/p>\n

4. Collaborative \u2013 application of technology across organization boundaries<\/span><\/p>\n

Buying Considerations<\/b><\/span><\/p>\n

\n

A company or business has to keep various points in mind when selecting CRM software – <\/span><\/p>\n

– Size of business<\/span><\/p>\n

– Budget and context<\/span><\/p>\n

– Customer base<\/span><\/p>\n

– Business strategy<\/span><\/p>\n

– Business requirements<\/span><\/p>\n

Evolution of Relationship<\/b><\/span><\/p>\n

\n

What is Relationship? <\/b><\/span><\/p>\n

It is a way in which two or more are things are connected. For survival of any relationship \u2013 trust, transparency, communication are of vital importance. <\/span><\/p>\n

Marketing professor at Lindner College, <\/span>F. Robert Dwyer has given five phases on customer and supplier relation evolves – <\/span><\/p>\n

Awareness<\/b><\/span><\/p>\n

Exploration<\/b><\/span><\/p>\n

Expansion<\/b><\/span><\/p>\n

Commitment <\/b><\/span><\/p>\n

Dissolution<\/b><\/span><\/p>\n

CRM Technology Market<\/b><\/span><\/p>\n

\n

There are 4 main vendors of CRM system – <\/b><\/span><\/p>\n

Salesforce.com<\/span><\/p>\n

Microsoft<\/span><\/p>\n

SAP<\/span><\/p>\n

Oracle<\/span><\/p>\n

Well, there are many others too. But, above four are choices for large corporations.<\/span><\/p>\n

Now, let\u2019s wrap up our discussion on CRM. <\/b><\/i><\/span>The big business benefit of using CRM is to have all your data stored and accessed from single location. Other benefits could include 360 degree view of customer information, knowledge of customer wants and needs and integration with existing applications. <\/i><\/span><\/p>\n

That\u2019s all folks. See you with my another blog post. <\/i><\/span><\/p>\n

\n","protected":false},"excerpt":{"rendered":"

In short, CRM, is an attempt made towards creating, developing and maintaining healthy and long-lasting relationship with customers. The term has been into use since early 1990s. Only after this, concept of business has changed from being transactional to relational. So, in this post, we\u2019ll be discussing the very basic … Continue reading Customer Relationship Management<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":464,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[72],"tags":[],"class_list":["post-463","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-b-d"],"_links":{"self":[{"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/posts\/463","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/comments?post=463"}],"version-history":[{"count":0,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/posts\/463\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/media\/464"}],"wp:attachment":[{"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/media?parent=463"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/categories?post=463"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mansainfotech.com\/blog\/wp-json\/wp\/v2\/tags?post=463"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}