Therefore, having CRM in SMEs is to enhance a good customer services. CRM is a tool to implement a marketing strategy to focus on the customer. According to Parvatiyar and Sheth (2001), CRM defined as a strategy and process of acquiring and retaining customer which can create superior value for the company. By create a good customer service, customer relationship management play an important role to maintain the relationship with the customers. In term of CRM, not all customers are the same.
Customer Relationship Management (CRM) is an enterprise approach to understanding and influencing customer behavior through meaningful communication in order to improve customer acquisition, customer loyalty and customer profitability. The aim of the study is to understand customer relations in the selected industries and also to identify and summarize the benefits in the selected industries. Key words CRM, Benefits, Acquisition, Loyalty, Profitability etc Definition of CRM CRM is defined as the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction. The 1990s have been a dynamic period within the information systems field. One of the most exciting uses of new technologies
Customer relationship management (CRM) is one of type of enterprise systems. This system gives numerous benefit to organization. Also, CRM strategy gives benefit base on the nature of business. Usually the sector that uses CRM strategies are the industry, non-profit organizations and government institutions in order to attract their customers. The benefits such as enabling organizations to decrease the costs, increase profits and give more trust of their customers.
1. Explain to Mrs. Wen what CRM is and how CRM is different from traditional marketing. Customer Relationship Management (CRM) is a term that refers to practices, technologies, and strategies that organizations use to oversee and analyze customer interaction and information. This is done through use of the consumers’ lifecycles, with the objectives of enhancing business relationships with customers, helping with customer retention, and increasing profitability. It is basically a system created by the company to interact with its customers effectively and efficiently.
In contrast, Nguyen, Sherif, and Newby (2007) explores CRM as a process of widening a staff’s knowledge about customers and moreover, states that CRM emphases on building “long-term” and viable customer relationships that worth for both the customer and the organisation. However, Customer relationship management means creating a general image of customer needs, expectations and behaviours and managing the factors to influence business performance (Hoots,
Customer relationship management collect store and processes customer information to enable fair and easy to access when the information is need for daily activities. Technology application for customer relationship management, by restraining the pressure of relational information processes on customer relationship performance, performs important supportive roles Many firms have invested in CRM technology eager to differentiate between lucrative and unbeneficial customers, supply tailored service, and gain higher customer retention. How CRM works to achieve and improve activities in the banking
CRM (Customer Relationship Management) The key to success is finding a way to exceed client’s expectations. So, the hotel must keep tracking their client’s behaviour to maintain the relationship. Previously, The hotel use manual way to collect customer information such as personal information, their previous booking, when and how long their stayed at the hotel, etc. In order to improve the hotel grow revenue make a success of the business in long term, the hotel need CRM strategy. The objective of CRM or Customer Relationship Management is about analysing customer data and then satisfying them.
A customer is satisfied when his expectations are fulfilled by the service firm. Customer expectation therefore, is defined as the feeling that a customer experience when a service offering meets his or her expectations. In a marketing context, it is a measure as well. It is a measure by which the service quality is judged, as well as the calculation of which the service firm intends to improve or develop its service offerings. Improving customer satisfaction is one of the important goals of any service firm.
Customer Relationship Management: The Concept consumer Relationship Management is the foundation, improvement, support and streamlining of long haul commonly profitable connections amongst buyers and the associations. Fruitful consumer relationship administration concentrates on comprehension the necessities and longings of the consumers and is accomplished by putting these requirements at the heart of the business by incorporating them with the association 's technique, individuals, innovation and business forms. Consumer Relationship