Customer Relationship Management
SYMBIOSIS INSTITUTE OF MANAGEMENT
STUDIES (SIMS)
Dissertation
on
Customer Relationship Management
Submitted By:
Ayush Singh
Roll no:09
PRN No:68211
Class- 2(D)
Semester: Fourth Semester
Date required:18/2/2008
Date of Submission: 18/2/2008
Assignment Grade:
Comments of the Faculty:
1
Customer Relationship Management
CONCEPT OF CRM
INTRODUCTION TO CRM
CRM (Customer Relationship Management) has been growing
steadily for the last few years and is now seen as the way forward for any
business wishing to thrive in the "e-future'. CRM concentrates on the
retention of customers by collecting all data from every interaction, every
customer makes with a company from "all' access points whether they are
phone, mail, web or field. The company can then use this data for specific
business purposes, Marketing, Service, Support or Sales whilst
concentrating on a customer centric approach rather than a product
centric. Every business is different and therefore needs a different
approach to CRM. Every company also has different legacy systems and
has various levels of data integration within the company. This is why
CRM is so hard to define as it is all things to all companies.
Customer R ...