What is CRM?
CRM is an acronym for Customer Relationship Management, which entails all aspects of interaction a company has with its customer,
whether it be sales or service related.
Computerization
has changed the
way companies are approaching their CRM strategies because it has also
changed consumer buying behavior. With each new advance in
technology,
especially the proliferation of self-service channels like the Internet
and Web-enabled phones and PDAs, more and more of the relationship is
being managed electronically.
The term CRM has evolved into an industry term for software solutions that help enterprise
businesses manage customer relationships in an organized way. An
example of a CRM would be a database containing detailed customer
information that management and salespeople can reference in order to
match customer needs with products, inform customers of service
requirements, etc.
Good Content Management Systems
should also include CRM functionality. For example, if your
website contains a form, what happens when the user submits their
data? Probably their inquiry is sent to a company email address,
and hopefully also arranged in a database. If the customer
receives an auto-reply confirming their submission, or is automatically
enlisted to a newsletter or other marketing vehicle, that is called
CRM. CMS is usually the first stage of dynamic websites.
CRM is the second.
