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What is CRM?

Global competition brings with it the necessity for organizations to provide their products and services to their respective customers in a competitive fashion. In this competitive environment, the challenge of creating new customers, and the need to conduct relationships with existing customers in the best manner possible, has led to the concept of CRM (Customer Relations Management).

Successful analysis of customers and their requirements, capacity of the offered products and services to provide customer satisfaction at all levels, ability to successfully communicate with the customer, and the up-to-date and successful analysis of customer information, have all become vital for organizations. Also gaining in importance are such concepts as sales automation, promotions and services management, customer data warehousing, customer segmentation, sales channels, contact management, and alternative methods of communication.

Implementing all of the above functionality in an electronic environment has brought with it the concept of e-CRM. E-CRM enables you to become a customer-focused business by getting to better know your customers, determining customer needs and demands ahead of time, closely monitoring changes in customer demands, driving the sales organization, increasing customer satisfaction, and becoming more successful at customer relations.