what is CRM? would like to know more?

Question

i wanna know what is CRM..ie.... customer relationship management! i can get a lot of info from the web , but i would like to get a first hand info from a proffessional from this field. i would like to know - 1. what r the traits to be CRM specialist
2. what is the pg qualification i should pursue for
this career
3. what r the colleges in india/australia. which offers a spacialization in CRM

Answer 1

What is CRM?

CRM stands for Customer Relationship Management. CRM is about better understanding of customer’s behavior and needs, and developing and implementing business strategies and supporting technologies that close the gaps between an enterprise’s current and potential performance in customer acquisition, growth, and retention. Its center of attention is managing and optimizing customer life cycle and building proper relationship among company departments, sales forces, and customers which in turn helps increasing company productivity.

Customer Relationship Management has increasingly started to become an important business approach. Its goal is to return to one-to-one personal marketing. The idea is to create a customer centric marketing and sales approach based on cumulative vital information about a customer such as her previous purchasing trend, preference and needs.

By implementing a CRM solution a company may expect to

. Increase the company’s ability to retain and acquire customers
. Maximize customer life cycle
. Personalize and improve customer service without increasing cost of s