Customer Relationship Management

CRM - principles, strategy, solutions, applications, systems, software, and ideas for effective customer relationship management

Customer Relationship Management, or CRM, is an essential part of modern business management.

What is Customer Relationship Management, or CRM?
Customer Relationship Management concerns the relationship between the organization and its customers. Customers are the lifeblood of any organization be it a global corporation with thousands of employees and a multi-billion turnover, or a sole trader with a handful of regular customers.
Customer Relationship Management is the same in principle for these two examples - it is the scope of CRM which can vary drastically.

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

• determine mutually satisfying goals between organization and customers
• establish and maintain customer rapport
• 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;

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

Good CRM can influence both sets of conditions.