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Customer Relationsihp Management

CRM Features and Benefits
CRM (Customer Relationship Management) helps companies to understand, anticipate and respond to their customers' needs in a consistent way, right across their organization (Is4Profit, 2006,1). CRM is a business strategy designed to improve profitability, revenue, and customer satisfaction. It consists of software, services, and a new way of thinking to improve profitability, revenue, and customer satisfaction (Sibel, 2006, 1). Practicing CRM requires an efficient and integrated internal business system. Many businesses benefit from the organizational discipline CRM imposes, as well as from the technology itself. CRM can benefit and organization in that it can develop better communication channels; collect vital data, like customer details and order histories; create detailed profiles such as customer preferences; deliver instant, company-wide access to customer histories; Identify new selling opportunities. (Is4Profit, 2006, 1). CRM involves centralizing all customer data and automating much of the tedious work in managing sales, marketing, and customer service so that professionals can spend more time helping their customers become more successful and less time on administrative tasks. CRM has also come to include a new type of business intelligence software called analytics that provides managers with a real-time snapshot of their sales, marketing, and service efforts. This will help them make real-time changes to the business to ensure they meet their growth and profitability goals—instead of after-the-fact. The benefits of CRM are clear: by streamlining processes and providing sales, marketing, and service personnel with better, more complete customer information, CRM allows organizations to build more profitable customer relationships and decrease operating costs (Sibel, 2006,1).
Inside and Outside Target Groups
The inside SWU target groups are Sales, Marketing, and Customer Service. The Sales department will be targeted in...