What is CRM (Customer Relationship Management)

CRM (Customer Relationship Management) is the customer relationship management. CRM is a business strategy for choosing and managing valuable customers and their relationships. CRM requires a customer-centric business philosophy and corporate culture to support effective marketing, sales, and service processes. If the enterprise has the correct leadership strategy and corporate culture, CRM can achieve effective customer relationship management for the enterprise.

The concept of CRM was first proposed by Gartner Group. We believe that CRM is a general term for identifying, acquiring, maintaining, and adding "profitable customers" to theories, practices, and technical means. It is not only a leading international Enterprise Management Theory Centered on "customer value", but also a business strategy and enterprise operation practice, it is also a management software that uses information technology to effectively improve enterprise profits, customer satisfaction, and employee productivity.

By understanding the "receiver-centered" philosophy proposed earlier in the field of philosophy, literature, and aesthetics, You can further understand the concept of "customer-centered" economics. Chuang Tzu said: "Son is not a fish, you know the joy of fish"-you are not a fish, how do you know that fish is not happy. The aesthetics of acceptance was founded in 1967 by Hans Robert Jauss. In the past, both literature and aesthetics research and creation were centered on authors/artists. Yao Si advocated a fundamental and subversive shift to reader/receiver-centered, and therefore called the Acceptance Aesthetics. It is equivalent to the transformation from "Product/manufacturer-centric" to "customer-centric" in economics, yao's "Reader/receiver center theory" experience theory is three years earlier than the experience economy predicted by tofler, it is much earlier than Phillips's perfect "4C" theory-"4C" was one of the sources of mature CRM Customer relationship management.

CRM maximizes and improves the performance of the entire customer relationship lifecycle. CRM integrates resources such as customers, companies, and employees to efficiently and structurally allocate and reorganize resources, so that you can understand and use related resources and knowledge in a timely manner throughout the customer relationship life cycle; the business processes are simplified and optimized, allowing the company and its employees to perform sales, service, and marketing activities, the ability to focus on key aspects and core businesses of improving customer relationships and improving performance improves the staff's ability to quickly respond to and feedback to customers, and brings convenience to customers, customers can quickly obtain personalized products, solutions, and services as needed.

CRM is a means to continuously improve customer relationships, interactions, resource allocation, business processes, and automation, to reduce operating costs, increase sales revenue, customer satisfaction, and employee productivity. Enterprise Operation aims to achieve the ultimate goal of sustainable maximum profit, and customer relationship management is a means to achieve the above purpose, from this point of view, we can unmask the fact that CRM applications are based on the interests of the enterprise, facilitating the customer and satisfying the customer.

In marketing and enterprise management, CRM will first be applied to the sales and service organizations of enterprises, bringing you long-term value-added and competitiveness.

From: http://www.enet.com.cn/article/2007/0404/A20070404523666.shtml