CUSTOMER RELATIONSHIP MANAGEMENT
- 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:
- Identify types of customers
- Design individual customers marketing campaigns
- Treat aech customer as an individual
- Understand customer buying behaviors.
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