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CRM concept

2012-January-13
Struktur des Open Source CRM XRMS

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Customer relationship management (CRM) has been one of the most compelling operational concepts of the past 20 years. Beginning with humble roots in sales force automation, CRM has expanded to include a wide range of tasks, analytics and engagement tactics that maximize the value of the customer relationship and contribute to sustainable revenue growth.

Beginning with humble roots in sales force automation, CRM has expanded to include need to maximize returns on IT investments and align IT initiatives with business objectives. Now profit from IT.

Customer

A party that receives or consumes products (goods or services) and has the ability to choose between different products and suppliers. See also buyer
Read more: http://www.businessdictionary.com/definition/customer.html#ixzz1jK6dXwsh

Client

Customer of a professional service provider, or the principal of an agent or contractor.

Read more: http://www.businessdictionary.com/definition/client.html#ixzz1jJzs3oSt

Word origins show the difference between a customer and a client as the client relationship being one of a dependent business person needing protection. For example, the origin of the word “customer” dates back to the Middle English of the 1400s and is related to the word “customs” as ways of doing things. The word “client,” on the other hand, was also a part of Middle English vocabulary, but it dates back even further. “Client” is derived from the Latin word cliens which means dependent or follower.

Relationship:

A connection between variables, such as a correlation, or between people, such as a marriage.
Read more: http://www.businessdictionary.com/definition/relationship.html#ixzz1jK6MHLeq

Management:

The organization and coordination of the activities of an enterprise in accordance with certain policies and in achievement of defined objectives.
Read more: http://www.businessdictionary.com/definition/management.html#ixzz1jK7UIF7F

Clear definition of strategy:

1. A method or plan chosen to bring about a desired future, such as achievement of a goal or solution to a problem.

2. The art and science of planning and marshaling resources for their most efficient and effective use. The term is derived from the Greek word for generalship or leading an army. See also tactics.

Read more: http://www.businessdictionary.com/definition/strategy.html#ixzz1jK8pYoQm

Here is a method:

An established, habitual, logical, or prescribed practice or systematic process of achieving certain ends with accuracy and efficiency, usually in an ordered sequence of fixed steps. See also scientific method and procedure.
Read more: http://www.businessdictionary.com/definition/method.html#ixzz1jK9ORODq

As strategy CRM encompasses everything companies use to manage customer relationships,including capture and analysis of customer information and analytics to leverage that data toward better sales performance.

From → business, Marketing

One Comment
  1. CRM systems will only work if people are involved and interested. This point is even more pertinent today now that social media has amplified and normalised online communication.

    Like

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