Write short notes on Customer Relationship Management

A Management Information System ICT Revision Questions and Answers

Customer Relationship Management (CRM) systems help firms in managing their relationships with their customers. CRM systems provide information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention. CRM systems provide information to help firms identify, attract, and retain the most profitable customers; provide better service to existing customers; and increase sales. CRM systems consolidate and integrate customer information from multiple communication channels – telephone, e-mail, wireless devices, retail outlets, or the Web. Detailed and accurate knowledge of customers and their preferences helps firms increase the effectiveness of their marketing campaigns and provide higher-quality customer service and support.



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