"CUSTOMER RELATIONSHIP MANAGEMENT AND ITS USES

Customer relationship management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
USES OF CRM: In its broadest sense, CRM covers all interaction and business with customers. A good CRM program allows a business to acquire customers, provide customer services and retain valued customers.
Customer services can be improved by:
* Providing online access to product information and technical assistance around the clock * Identifying what customers value and devising appropriate service strategies for each customer * Providing mechanisms for managing and scheduling follow-up sales calls * Tracking all contacts with a customer * Identifying potential problems before they occur * Providing a user-friendly mechanism for registering customer complaints * Providing a mechanism for handling problems and complaints * Providing a mechanism for correcting service deficiencies * Storing customer interests in order to target customers selectively * Providing mechanisms for managing and scheduling maintenance, repair, and on-going support