CRM (Customer Relationship Management) – The wider industry agrees on the acronym but everybody in it seems to have their own definition. In order to understand if CRM manages customer relationships I will first look at the various definitions of CRM and then explore if CRM has any impact on customer relationships.
There are literarily thousands of CRM definitions out there, and they all have a few things in common.
CRM is all about:
1. Customer Centric organisations
2. Managing Customer Relationships by gaining customer insights
3. Maximise customer satisfaction, business performance and profitability
When I look at the main points above a number of questions come to mind! More...
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