Customer Relationship Management

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Related to Relationship management: emotional intelligence

Customer Relationship Management

(business)
(CRM, CIS, Customer Information Systems, Customer Interaction Software, TERM, Technology Enabled Relationship Manager) Enterprise-wide software applications that allow companies to manage every aspect of their relationship with a customer. The aim of these systems is to assist in building lasting customer relationships - to turn customer satisfaction into customer loyalty.

Customer information acquired from sales, marketing, customer service, and support is captured and stored in a centralised database. The system may provide data-mining facilities that support an opportunity management system. It may also be integrated with other systems such as accounting and manufacturing for a truly enterprise-wide system with thousands of users.
References in periodicals archive ?
A recent YOUcentric survey of senior executives responsible for e-business and customer relationship management service stated that the single-most important factor in evaluating a customer relationship management solution is the ability to integrate with existing technology, followed by customization.
To succeed, insurers must have a holistic, integrated solution to deliver customer relationship management.

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