About CRM

Customer relationship management (CRM) is a business approach or plans to obtain and handle the most valuable client relationships. CRM requires a customer-centric business attitude and culture to support efficient promotion, sales and service processes. CRM applications can allow effective customer relationship management, provided that an enterprise has the right headship, strategy and culture.

CRM history

The term CRM was first invented in the mid-1990s. CRM is known as the software used to help businesses deal with their customer relationships in those days. From sales force automation software (SFA) that paid attention on customer contact management to incorporated knowledge organization solutions; these were the early foundations of CRM.

For the past three years the term has become wider to cover a more tactical approach and the capital of more than a billion dollars globally into CRM solutions and services has followed.

CRM future

CRM has become very popular in the world of Customer Service and it continues to do so. Because of that many more companies become customer-centric folks that fail to do so will lose competitive advantage. As technology enhances to develop at a astonishing rate the key importance will be how we can fully exploit it within our big business.

Nevertheless let's not lose the focus of sight that Customer Relationship Management is regarding peoples’ first and technology second. That’s where the actual value of CRM lies, connecting the potential of people to produce a greater customer experience, using the CRM technology as the follower.
Author J. Ebooker