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Summary: The Importance Of Customer Relationship Management

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If it is accepted that KM is an integral part of Customer Relationship Management (CRM) and eBusiness, then it can be assumed that many, if not, all businesses must strive to improve their KM systems to achieve this.
Select a business with which you are familiar and provide a reasoned analysis as to the improvement that this organization must accomplish to improve and enhance its Customer Relationship Management and eBusiness
Indigo Voyages is a travel agency with 15 employees. The company has been doing business the traditional way, is service centric and needs to evolve in today’s market for its survival.
One of the key factors for survival of any organization in the modern business environment is Customer Relationship Management (CRM) in …show more content…

The CRM approach analyzes data about customers ' experience with the organization, in order to improve business relationships, specifically focusing on retaining customers, in order to drive sales growth.
CRM (Customer Relationship Management) is software that is used to record, track, and report on all prospect, customer, and vendor activities and transactions. CRM allows the travel agency to have information that is immediately available, complete and up-to-date, enabling them to respond appropriately to any request, to increase effectiveness and success.
Importance of Customer Relationship Management (CRM) in a Travel Agency
Customer Relationship management is the strongest and the most efficient approach in maintaining and creating relationships with travel customers. Customer relationship management is not only pure business but also ideate strong personal bonding within people.

Importance of a CRM System in a travel agency
1. A CRM system consists of a historical view and analysis of all the acquired or to be acquired customers. This helps in reduced searching and correlating customers and to foresee customer needs effectively and increase …show more content…

To succeed requires leadership skills in driving forward a customer-centric culture within the e-business. Managers need to marry the technology applications with the human resource skills available to them. They also need to understand what CRM solutions can offer their business and set clear and achievable goals. Placing a value on a CRM solution helps to determine acceptable returns on investment. However, a standalone CRM solution is unlikely to bring a competitive advantage. Most e-business managers now integrate CRM with other packages such as enterprise resource planning (ERP) as part of a drive towards cross-functional enterprise system. It is the effectiveness of this integration that is most likely to determine if a firm can create a competitive advantage in the e-business

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