Introduction to CRM

How do we define CRM?
CRM: Customer Relationship Management
1. CRM is a business strategy to select and manage customers to optimize long-term value
2. CRM requires a customer-centre business philosophy and culture to support effective marketing, sales and service processes.
3. CRM applications (SFA, customer service and support, marketing automation) can enable customer relationship management, provided that an enterprise has the right leadership, strategy and culture.
4. CRM technology provides a systematic way of managing customer relationships.
5. CRM is an enterprise transformation that places the customer at the center of all activities.