Customer Relationship Management

CRM is about the systems (IT and non – IT systems) that are employed that help an organization manage its relationships with its customers.

CRM employed systems can help an organization in a number of ways:

• By using simple databases CRM can help the organization in segmenting their most profitable customers.
• Help the organization in targeting specific products at certain customers groups by looking at their past purchase patterns.
• Help identify light and medium users, and employing strategies to try and convert them into heavy users.
• CRM can provide employees with all the necessary information that they need to know about the customer they are dealing with, ensuring that the customer is dealt with in an efficient manner and ensuring personalization for the customer.

Customer Relationship Marketing tries to ensure that customer information can be accessed at any point within the organization. A truly marketing oriented organization would make sure that this would happen and that this system will put the customer first.