CRM: Beyond the Buzz

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CRM Beyond the Buzz

• Sean Leibin

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• CRM- Customer Relationship Management
• -CRM can be defined as all interactions a
  business has with its customers.
• -Entails all aspects, from sales to product
  support.

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• Computerization has revolutionized CRM.
• Customers now have greater access to companies,
  which means the companies must work harder to
  keep them satisfied.
• Successful CRM requires qualified professional
  employees, a well designed process, and leading
  edge technology.

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• The hired professionals should know how to deal
  with customers as well as the technology being
  used.
• Without a well designed CRM process, a companys
  relationship with its customers will not be
  successful.
• Technology must include not only successful use
  of the internet, but data warehousing, and
  reliable call center technology.

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• Companies must not rely strictly on software to
  solve all of their CRM needs. They must also
  integrate employees into the equation.
• Another viable solution is outsourcing company
  needs to someone specializing in CRM.
• A credible CRM company can guarantee results,
  negating any risks.

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• Companies must remember to look at CRM not as a
  cost center but a competitive differentiator.
• This means that a successful CRM system is the
  key to beating out competition.

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Sources

• In addition to the current events article,
• http//www.webopedia.com
• Marketing An Introduction, by Gary Armstrong
  and Philip Kotler

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Questions?
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• Sean Leibin
• sl356503_at_ohio.edu
• MIS 202