Wednesday, 3 July 2013


  • Customer relationship management(CRM)-Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability
  • Many organizations,such as charles schwab and kaiser permanete ,have obtained great success through the CRM sytem.
  • Not just technology,but strategy,process and business goal that organization must embrace on an enterprisewide level
  • CRM can enable an organization to:
  1. Identify types of customers
  2. Design individual customers marketing campaigns
  3. Treat aech customer as an individual
  4. Understand customer buying behaviors.

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