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Customer relationship management

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Prípona
.docx
Typ
esej
Stiahnuté
3 x
Veľkosť
0,1 MB
Jazyk
anglický
ID projektu
46977
Posledná úprava
18.04.2017
Zobrazené
967 x
Autor:
lenka.ferancova
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Detaily projektu
Popis:
1) What is customer relationship management „CRM“?

Customer Relationship Management (CRM) is a strategy for managing all company's relationships and interactions with company customers and potential customers. It helps company to improve profitability.More commonly, when people talk about CRM they are usually referring to a CRM system, a tool which helps with contact management, sales management, workflow processes, productivity and more(SalesForce).
Customer Relationship Management enables company to focus on organisation’s relationships with individual people - whether those are customers, service users, colleagues or suppliers. CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in company business - from HR to customer services and supply-chain management(SalesForce).

Kľúčové slová:

CRM

customers

history

focus of CRM



Obsah:
  • 1) What is customer relationship management „CRM“?
    2) History of CRM
    3) Why does the organization need CRM?
    4) What do customers want?
    5) Why manage customers?
    6) The focus of CRM

Zdroje:
  • Almut Koester, Angela Pitt, Michael Handford, Martin Lisboa. 2012.Business Advantage. s.l. : Rotolito Lombarda S.p.A., 2012. ISBN 978-0-521-132206.
  • Lyle, Billy. 2015. Business 2 Community. A Brief History of Customer Relationship Management. [Online]
  • SalesForce. Sales Force. What is CRM? [Online]
  • ANDERSON, K.- KERR, C. J. 2002: Customer relationship management (Briefcase Books series). 1st. Edition. The McGraw-Hill Education, 2002. 176 p. ISBN 10-0-07-139412-5
  • Baran, R.- ZERRES, M. - ZERRES, CH.2014: Customer relationship management (CRM). 1st. Edition. Bookboon.com, 2014. ISBN 978-87-7681-296-6
  • http://www.books.mec.biz/Customer Relationship Management/ Mz...
  • http://www.sellingandpersuasiontechniques.com