What exactly is Customer Relationship Management

What exactly is Customer Relationship Management The definition of Customer Relationship Management (CRM), my favorite is "CRM is the strategy to understand, predict, manage and personalize the needs of an organization of current and potential customers" From what we can lea CRM is more than one simple piece of software CRM is a business strategy that puts the customer at the center of the business. That? s nothing new? I have heard, and it would be right. Good business people have always understood the relationship between satisfied customers who retu again and again and sustainable in the long run, creating profitability.You Just think of the shop who knew all of his client? The names, birthdays, including the affections of proving this point. The novelty is that now the technology to enable customer centricity on a much larger scale.It is said that the success of a CRM application will enable customer service, sales and marketing people (and anyone else in your organization) to have a overview of each and every one of your clients. In theory, this will allow them to achieve fast, informed decisions, create sales opportunities and sales, measure marketing effectiveness and deliver personalized Care.Sound? Grand fa? T it! The story of CRMFollowing Enterprise Resource Planning or ERP (business strategy that promised to automate? Back-office?), The concept of CRM was invented in the mid-1990s. CRM on the day in the software to help companies manage their customer relationships. Software for sales force automation (SFA), which focused on the management of customer contact solutions for knowledge management, were the first bases CRM.The the last two years have seen the term broaden to encompass a more strategic approach and the investment of billions of dollars into the world of solutions and services for CRM followed.First things FirstSuccessful CRM always starts with a corporate strategy, which involves changing the organization and work processes, enabled by technology. The reverse rarely works key here is to create a customer-centered philosophy that touches every point and, above all, every person in the company. Chief Executive Officer of CSR to all must live and breathe customer focus for all work.At same time, you should examine the processes that could be redesigned to make them more effective in your customers. Until you've done, put away your checkbook! The right technology is estimated that the global market for services and CRM solutions is currently worth $ 148 billion. This means a lot of options when you select your technology - from web solutions to small businesses with fewer than 10 employees of solutions for multinational companies, with millions of customers. FutureCRM He has already made a big impact in the world of customer service and continue to do so. How to become more customer-centric company who does not lose the competitive advantage. Increases as the technology is developing at a surprising rate the key emphasis will be how we can make full use of our business.However must not lose sight of the fact that CRM is about people and technology, first and second. That? S where the real value of CRM is to enhance the potential of people to create a better customer experience, using technologies like CRM enabler.CRM may or may not prove to be the answer to providing an excellent customer service, but the philosophy to put customers at the heart of our business is certainly a step in the right direction.Ian Miller is editor of Customer Service - An online resource for managers of customer service and professional. On the MSC website, you can read the latest trends in customer service, using management tools useful and sign up for free newsletter customer service. Visit for more details.