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Write An Essay On Customer Relationship Management

1008 Words5 Pages

With the advent of technology that spearheaded the implementation of the mass media, businesses and enterprises have sprouted like mushrooms after the rain, all over the world. Wherein the past century, businesses are done “physically”-through face-to-face dealing with buyers and customers, nowadays many people are making profits through online dealing with customers. It is the World Wide Web that enables companies to reach the markets and to compete with the traditional store based retailers (de Kare-Silver, 1998). Due to the fact that online businesses offer lower risks, higher accessibility and lower costs, a situation of increased competitiveness have emerged. As organizations or business operators, how can one ensure that their company …show more content…

Before going into the detailed explanation of what CRM includes, let’s look at the few definitions of CRM by several sources. CRM is defined as a strategy that takes into consideration factors that can maintain a long-term relationship with the company’s customers. The customers involved are the current as well as future ones. CRM involves the use of technology to automate and organize processes such as sales and marketing, technical support and customer service. CRM is crucial for every firm because good customer relationships will determine the success of a …show more content…

Moreover, regardless of the channel used to contact the company, whether it is the sales representatives or the Internet, customers should receive similar efficient service. Vendors who produced CRM applications such as Oracle, SAS, SAP and etc. are anxious to sell off their latest product to the organizations. Many of these are vendors that develop for Enterprise Resource Planning (ERP) systems. There are significant differences between ERP and CRM. ERP provides a strong foundation for back office functions while CRM links front and back office applications to maintain relationships with customers. ERP integrates functional areas of business with customers and suppliers; CRM improves customer touch points. ERP addresses fragmented information systems; CRM addresses fragmented customer

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