Customer Relationship Management (CRM) Task
- It can (typically) be supported by a CRM System.
- It can (typically) include: Customer Sales Contact Task(s), Customer Service Task(s), ...
- It can (often) include a Customer Analytics Task (within business intelligence).
- It can range from (typically) including an Existing Customer Sales Task to including a Prospective Customer Sales Task.
- It can range from being a Generic CRM Task to being a Domain-Specific CRM Task (such as a Government-to-Citizen CRM Task).
- See: Customer Service, Technical Support, Account Manager.
- (Wikipedia, 2016) ⇒ http://wikipedia.org/wiki/customer_relationship_management Retrieved:2016-3-3.
- Customer relationship management (CRM) is an approach to managing a company’s interaction with current and future customers. The CRM approach tries to analyze data about customers' history with a company, in order to better improve business relationships with customers, specifically focusing on retaining customers, in order to drive sales growth. One important aspect of the CRM approach is the systems of CRM that compile information from a range of different channels, including a company’s website, telephone, email, live chat, marketing materials, social media, and more. Through the CRM approach and the systems used to facilitate CRM, businesses learn more about their target audiences and how to best cater to their needs. However, the adoption of the CRM approach may also occasionally lead to favoritism within an audience of consumers, leading to dissatisfaction among customers and defeating the purpose of CRM.
- David Sims, TMC.net (2007) CRM Adoption ‘Biggest Problem’ in 83 Percent of Cases.