For Customer Relationship Management (CRM) we have terms and definitions in 6 topics. The topics are Direct Marketing, E-Business, Help Desk, Marketing, Supply Chain and Technology.

Customer Relationship Management (Crm) (Direct Marketing)

Providing better communication, offers and services to customers by evaluating your previous interactions with them.

Customer Relationship Management (Crm) (E-Business)

A technology-enabled strategy to convert data-driven decisions into business actions in response to, and in anticipation of, actual customer behavior. From a technology perspective, CRM represents the systems and infrastructure required to capture, analyze and share all facets of the customer's relationship with the enterprise. From a strategy perspective, it represents a process to measure and allocate organizational resources to those activities that have the greatest return and impact on profitable customer relationships.

Customer Relationship Management (Crm) (Help Desk)

The technique of establishing and maintaining a long-term business relationship with your customers. CRM involves utilizing the data collected during your customer interactions to determine the demographics and future needs of each customer.

Customer Relationship Management (Crm) (Marketing)

The coherent management of contacts and interactions with customers. (This term is often used as if it related purely to the use of IT, but IT should in fact be regarded as a facilitator of CRM.)

Customer Relationship Management (Crm) (Supply Chain)

This refers to information systems that help sales and marketing functions as opposed to the ERP (Enterprise Resource Planning), which is for back-end integration.

Customer Relationship Management (Crm) (Technology)

This refers to a class of enterprise software that enables a large company to manage all contact they have with their customers. It would track, for example, calls to tech support, faxes, e-mails, direct mail, telephone contacts, and any other contact that a company would have with a customer and vice-versa. This information can be used for analysis of customer relationships and gives salespeople an understanding of what to say when they call up a customer.

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