for customer relationship management. It entails all aspects of interaction that a company has with its customer‚ whether it is sales or service-related. While the phrasecustomer relationship management is most commonly used to describe a business-customer relationship‚ CRM systems are used in the same way to manage business contacts‚ clients‚ contract wins and sales leads. CRM is often thought of as a business strategy that enables businesses to: Understand the customer Retain customers through
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expansion‚ and improving customer value‚ satisfaction‚ profitability‚ and retention. CRM software applications embody best practices and employ advanced technologies to help organizations achieve these goals.( Mc Dougall‚2004) CRM focuses on automating and improving the institutional processes associated with managing customer relationships in the areas of recruitment‚ marketing‚ communication management‚ service‚ and support. CRM takes a very customer-centric view of the entire customer life cycle‚ which
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APPLICATION OF CUSTOMER RELATIONSHIP MANAGEMENT IN INFORMATION TECHNOLOGY INDUSTRY SUBMITTED TO: SUBMITTED BY: Prof. Sanchita Ghosh Shankar Narayan Batabyal Roll no: FT(FS)-11-353
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Making sense of customer relationship management Software applications that automate the marketing‚ selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric Focused on: ◦ marketing automation
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Introduction Customer Relationship Management (CRM) is an important part of any companies ’ sales mix. As part of a sales mix‚ companies must have a strong sales team; a well planned and executed marketing strategy‚ and a method to record pertinent information to manage customer relations. A CRM system is an important part in any company. They have a variety of uses from holding basic information such as names and address‚ to holding other information including relationship history‚ contract information
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A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT RASTRIYA ISPAT NIGAM LIMITED VISAKHAPATNAM A project Report submitted for the partial fulfillment of the requirements for the award of “Master of business and administration” BY B. Naga Durgarao Reg no. 12H41E0013 ---------------- Under the guidance of Mr. M. Vijay kumar Sr. Manager (Marketing) FACILIATED BY SRI
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Customer Relationship Management Challenges in E-business Savita Verma1‚ Umang Soni2‚ Anirban Kundu3 Mechanical Engineering Department‚ Indian Institute of Technology Delhi Indian Institute of Technology Delhi‚ Hauz Khas‚ New Delhi-110016‚ India savita_verma1987@yahoo.co.in umangsoni.iitd@gmail.com anirban.kundu.iitd@gmail.com Abstract— This paper presents essence of Customer Relationship Management (CRM) and its emerging research from challenges in e-business perspective. The challenges associated
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Customer relationship management or CRM is not just the application of technology‚ but is a strategy to learn more about customers’ needs and behaviours in order to develop stronger relationships with them. It enables businesses to: Understand the customer Retain customers through better customer experience Attract new customer Win new clients and contracts Increase profitably Decrease customer management costs It is usually more profitable in the long run for a company to keep existing
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Literature Review: Introduction: I have chosen this topic because I believe that it is important for the service marketers to understand the power of customer relationship management (CRM)‚ especially for delivering customized services and building loyalty. Being a marketing student encouraged me even more to study this topic while identifying the failures of CRM implementation in the services industry. Definition: First and foremost‚ what is service marketing? By understanding the word service
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Customer relationship management (CRM) is a business philosophy and set of strategies‚ programs‚ and systems that focuses on identifying and building loyalty with a retailer’s most valued customers (Levy‚ Weitz 275). A loyal customer is one who is committed to purchasing merchandise and services from a specific retailer‚ he or she resists the efforts of competitors‚ and also has an emotional attachment to a retailer. The four steps involved in the formation of a CRM program are collecting customer
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