Overview#

Customer Relationship Management (CRM) is about Subject Relationships and specifically about Technology-Enabled Relationship Management

Customer Relationship Management (CRM) is a term that refers to practices, strategies and technologies that an Organizational Entity use to collect, manage and analyze Digital Identity interactions throughout the Identity Lifecycle Management.

Customer Relationship Management (CRM) is a customer-oriented feature with service response based on customer input, one-to-one solutions to customers' requirements, direct online communications with customer and customer service centers that are intended to help customers solve their issues.

Customer Relationship Management includes the following functions:

  • Sales force automation, which implements sales promotion analysis, automates the tracking of a client's account history for repeated sales or future sales, and coordinates sales, marketing, call centers, and retail outlets.
  • Data warehouse technology, used to aggregate transaction information, to merge the information with CRM products, and to provide Key Performance Indicators.
  • Opportunity management which helps the company to manage unpredictable growth and demand, and implement a good forecasting model to integrate sales history with sales projections.[2]
  • Customer Relationship Management systems that track and measure marketing campaigns over multiple networks, tracking customer analysis by customer clicks and sales.

Customer Relationship Management is expanding outside of the core sales and marketing areas and systems are available that incorporate support and finance data also into the Customer Relationship Management view that a user gets, enabling a wider holistic view of a customer from one screen for a user.

Customer Relationship Management is a Technology-Enabled Relationship Management strategy and set of tools.

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« This page (revision-6) was last changed on 30-Jul-2017 12:03 by jim