CRM is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.
There are three or more aspects of CRM, each of which can be implemented in isolation:
*Operational CRM: The automation or support of customer processes involving sales or service representatives
*Collaborative CRM: Direct communication with customers not involving sales or service representatives (“self service”)
*Analytical CRM: The analysis of customer data for a broad range of purposes
*Operational CRM: The automation or support of customer processes involving sales or service representatives
*Collaborative CRM: Direct communication with customers not involving sales or service representatives (“self service”)
*Analytical CRM: The analysis of customer data for a broad range of purposes
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