Customer relationship management (CRM) is a customer-centric business strategy with the goal of maximizing profitability, revenue, and customer satisfaction. - Bligh, Philip; Douglas Turk
I was checking out Wikipedia's definition of what customer relationship management was recently and the above quote was part of the definition presented. It went on to describe CRM as a philosophy, policy and coordinating strategy. Then expanded on the different players, types of CRM and the technologies. The theme throughout was integration.
Integration of all the activities in relation to the customer is the greatest challenge for any CRM function. This goes beyond the manager, the technology solution even any one department. It is all of them and more. Where it is done well everyone benefits.
As an aside, it is interesting how a wikipedia definition is arrived at. Check out the discussion tab for the definition of Customer Relationship Management, I guarantee you'll be surprised.
No comments:
Post a Comment