customer relationship management

Table of Contents
Introduction
Introduction of customer relationship management 2
Importance of customer relationship management 2
Customer needs
Definition 3
Types of customer needs 3 Process of identifying the customer needs…………………………………………………………………………................3
Customer expectations and satisfaction………………………………………………………. Customer expectations……………………………………………………………………………………………………………………………….4 Customer satisfaction……………………………………………………………………………………………………………………………4 Customer satisfaction measurement process……………………………………………………………………………………...4 Consequences of customer dissatisfaction……………………………………………………………………………………….5 Methods of improving customer satisfaction…………………………………………………………………………………5
Conclusion………………………………………………………………………………………………….
References…………………………………………………………………………………………………

Introduction
Introduction of customer relationship Management
Customer Relationship Management (CRM) is a customer-focused business strategy planned to enhance revenue, profitability, and customer loyalty. It is a technology used to form stronger relationship between organizations and their consumers. It is the process of carefully managing detailed information about individual and all customers to maximize customer faithfulness.
Customer relationship management isn’t about providing the best service-it’s about keeping important customers happy while satisfying their needs.
Importance of Customer Relationship Management
Helps to handle with customer problems and concerns.
Higher output in sales.
Improves retention and loyalty of customers result in increase in customer base.
Increase in customer satisfaction by fulfilling their needs and wants.
Gathers a lot of data about the customers.
Helps the management in planning on the upcoming course of the organization.
Results in more satisfied customers, a more cost-effective business.

Customer needs