The acronym CRM means Customer Relationship Management, under this definition, there is also the explanation of what the CRM: managing the relationship with their customers. simple, but to what end? Well obviously the goal is to increase the value of the company. So
CRM brings together a simple and effective formula that covers the entire company.
Here we see some basic definitions of CRM:
Indeed uniquely define the CRM is not an easy task, the multi-dimension view of the topic.
CRM as an integrated approach that is a new mode of management that integrates marketing (and one to one relationship marketing, Customer Value Management, etc..), Information systems (hardware and software solutions, contact center technologies, organization data customer databases) and organization (business processes, incentives, management skills, etc.). these aspects must be balanced and all skills must be present.
CRM: managing the link along the cycle vita del cliente , analizzandone l'evoluzione dei bisogni, capendo le attività da svolgere in ogni fase, i canali di contatto e soprattutto i servizi da proporre ad ogni cliente.
CRM: conoscenza approfondita ed integrata dei clienti , costruita sfruttando le varie fonti dati e dei canali di interazione con il mercato, organizzata utilizzando le moderne tecnologie di gestione delle basi dati ed analizzata coerentemente alle capacità analitiche, decisionali e operative presenti in azienda.
In definitiva il CRM e' la sintesi stessa di un'azienda: vendere di piu' a piu' clienti e renderli "felici".
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