| CRM (Customer Relationship Management) | | | | repeat any of the earlier communication or |
| CRM (Customer Relationship management) is all about | | | | information. |
| the theory used by companies to administer and | | | | That is why CRM software is used popularly in call |
| manage their customers, partners, vendors and other | | | | centers or BPOs for supporting the call center staff. |
| stakeholders efficiently. | | | | Direct interaction is carried out with collaborative CRM |
| Features of CRM | | | | that includes feedback from the customers and |
| CRM is made up of three key features, which are | | | | reporting of issues if any. This interaction can be |
| Operational CRM, Collaborative CRM and Analytical | | | | carried out through a variety of channels like email, |
| CRM. | | | | phone, SMS, etc. The main objective behind going in |
| - Collaborative CRM is to directly communicate with | | | | for collaborative CRM can be reducing the company |
| customers without inclusion of any sales or service | | | | costs and improving the services provided. |
| representatives. | | | | Analytical CRM finds multiple uses such as taking |
| - Analytical CRM is to investigate customer data for a | | | | management decisions, predicting future trends, |
| vast range of reasons and functions. | | | | analyzing customer behavior, planning and executing |
| - Operational CRM deals with providing complete | | | | marketing campaigns and much more. |
| front office support to sales, marketing and similar | | | | Operational CRM is mainly concerned with automating |
| services. | | | | customer processes and providing appropriate |
| The communication with the customers is recorded | | | | support to these services. |
| and added to the customer's contact history | | | | CRM is not just a mere technology; it is in fact the |
| database and can be easily retrieved for future | | | | move towards handling your customers better and |
| reference. The biggest benefit about maintaining this | | | | more efficiently. The top management should tap |
| contact history is that the customers can easily | | | | CRM's complete potential to maximize the benefits |
| contact with the service personnel without having to | | | | for their respective organization. |