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Customer Relationship Management.
Customer relationships are becoming a more important factor in differentiating
one business from another. In order to stay competitive, e-businesses in every industry have begun to analyze these relationships
with customers using CRM solutions.
In the past, customers would place an order via the telephone and wait until the
company’s purchasing department processed and shipped the order. Today’s customers place an order electronically and then demand
to be able to check the status of their order within minutes.
CRM enables an organization to adopt a comprehensive view of the customer and
maximize this relationship. These CRM systems enable a business to identify, attract, retain and support customers using multiple
channels such as the World Wide Web, direct sales, telemarketing call centers, direct mail and retail facilities.
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In an efficient e-business, there are CRM processes in place to handle:
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