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Discuss Customer Relationship Management Systems (CRM) objectives and applications. (300 words +)

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Discuss Customer Relationship Management Systems (CRM) objectives and applications

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CRM get the most value out of customers by tightly integrating your sales, marketing and support efforts.

Companies need a system that manages the entire customer life cycle: acquisition, service and maintenance. Commerce-enabled CRM applications allow organizations to interact with customers through all media or channels: telephone, Web, e-mail, face-to-face. CRM products and services manage every point of contact with the customer to ensure that each customer gets the appropriate level of service and that each customer gets the appropriate level of service and that no sales opportunities are lost.

Customer Relationship Management is a customer-focused business strategy designed to optimize revenue, profitability, and customer loyalty. By implementing a CRM strategy, an organization can improve the business processes and technology solutions around selling, marketing and servicing functions across all customer touch-points (for example: Web, e-mail, phone, fax, in-person).

A primary objective of CRM is to provide the entire organization with a complete, 360-degree view of the customer, no matter where the information resides or where the customer touch-point occurred. Today, many businesses manage different aspects of customer relationships with multiple information systems, ...

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  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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