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Customer Relationship Management - Essay Example

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It will also explain the role of WEB 2.0 in CRM in my point of view, and give an example of real world CRM success case. A CRM system is a management model that uses technology to handle all the interactions between an organization and its present and future customers. It automatically organizes and synchronizes support, marketing and sales activities of the customers. It simultaneously enhances profitability and productivity, saves costs and time and solidifies customer relations. It can be used by both small businesses and large enterprises to provide real time customer information for satisfactory and efficient delivery of services and products. A successful CRM system can reduce the gap between an organization and its client to almost a face to face experience (Greenberg 9). For better functionality, a CRM entails various components. They include sales force automation, customer care, marketing automation, executive reporting and system administration (Abiteboul, Benjelloun, and Milo 24). In the sales force automation component, business tasks are automated in ways such as controlling inventory, tracking customer interactions, processing sales and analyzing performance and sales forecasts. Forecasting allows sales representatives to provide targets and projections to their managers, who can then analyze them and include their own assessments. Marketing automation uses software to automate processes like customer data integration and customer segmentation. Processes such as list management,

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Name: Instructor: Course: Date: Customer Relationship Management With the high dependence on customers for survival in the market, businesses are emphasizing the need to establish, manage and retain long term relationships with their customers. Because of their size, small businesses were traditionally able to understand and manage their customers’ needs…
Author : johnstongregori
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