Customer Relationship Management (CRM) is a combination of marketing, sales, service, operations, and information technology. If it has to do with your customers and how you interact with it’s CRM.

CRM is strategically managing all interactions between an organization and its customers in an effort to help the organization achieve its overall mission. The organisation can be a government agency, a retailer, a manufacturing company or a Telco provider.

There is no single definition of CRM and things considered under the CRM umbrella can really be any software and processes that assists with enhancing the relationship and dealings with a customer’s.

A well-executed CRM program can improve customer satisfaction, increase staff productivity, slash operational costs and maximize the effectiveness of each customer interaction. However, simply installing much-publicized technologies won’t achieve these results. Successful CRM requires a comprehensive understanding of the context in which the initiative takes place, careful analysis of the key improvement areas and careful planning and execution to ensure implementation of CRM best practices.

Every organisation wants to efficiently and successfully capture the real pulse of the customer. Capturing and leveraging customer feedback to manage satisfaction, retention, efficiency, revenues, profits, etc. is, or at least should be a key mission.