The impact of CRM on customer retention
Abstract: CRM (Customer Relationship Management)is an integrated approach to
identifying, acquiring, retaining and delighting customers. By enabling
organizations to manage and coordinate customer interactions across
multiple channels, departments, lines of business, and geographies. CRM
helps organizations maximize the value of every customer interaction and
drive superior corporate performance.
The challenge is to make it easy for customers to do business with the
organization any way they want—at any time, through any channel, in any
language or currency and from any country— and to make customers feel that
they are dealing with a single, unified organization that recognizes them
at every touch point.
In fact, the generally accepted purpose of CRM is to enable organization to
better manage their customers through the introduction of reliable systems,
processes and procedures for interacting with those customers for
organizations.
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