Customer Relationship Management (CRM)
Abstract
The Customer Relationship Management (CRM) has been around for a very long time.
The CRM is responsible of administrating and taking care of clients, but in an environment
and variables larger than it was in old times. The main objective of CRM is to support
customers all the time *ƒ²*ƒ”€š giving commodity, offering the best services and most of
all bringing solutions to them.
Introduction
In todays world informations are given and received in a very short period of time. It is
possible to access any part of the planet in a simple click of the mouse. Thanks to the
Internet, these travels”“ became something very common for the people who are leaving in
the 21th century.
CRM has many strategies and mechanisms to serve”“ customers, but by using the
traditional methods, the means to receive real time information are very limited. The
Internet has made it possible to serve customers around the world. CRM and Internet
together become an efficient tool that companies are using to conquer more clients.
Is through the relationship marketing that companies can plan and apply actions to their
clients. Customer relationship is fundamental for marketing, because it belongs to the all of
the three phases of sales process: before sales, during the sale and after sales.
Is needed to know about customers habits and customs to predict any action. If you have
your customers data, you can offer what the customer really wants, because you have the
information, historic of purchase and other relevant aspects that will lead to an effective
and informal marketing. When we know who is the client it is much easier to identify and
to store information about him/her.
Customer Relationship Management
Historic
The market emerged a long time ago, when a primitive man perceived that another human
being had a need of a product. When a need can be supplied by an advantaging change, we
have two principal ingredients to establish a business: the consumer and the supplier. As
the time goes by, the relationship “consumer vs supplier”“ got a new shape and it changed
when new needs and environment appeared.
The development of the world of business was influenced by the technological growth and
changes of the consumers behavior. We need to go back to the past to understand a little bit
better those new concepts of market and business of todays world.
During the old times, the process used to acquire goods was based on trades. The evolution
of cultures brought more tools for this trading process, since the amount of products
