CRM? What is it all about?

Overview of basic concepts behind Customer Relationship Management

Customer relationship management is a broadly recognized and widely implemented strategy for managing and nurturing company’s interactions with clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes – principally sales activities, but also those for marketing, customer service, and technical support.

The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.

Major business concepts:

  • Product oriented
  • Production oriented
  • Sales oriented

The three above are chronologically precedents of customer centricity business concept. And in many forms all the concepts are competing, but customer centricity is widely recognized as a concept that fits best to most of the companies in today’s market situation.