Customer relationship management (CRM) consists of the processes a
company uses to track and organize its contacts with its current and
prospective customers. CRM software is used to support these processes;
information about customers and customer interactions can be entered,
stored and accessed by employees in different company departments.
Typical CRM goals are to improve services provided to customers, and to
use customer contact information for targeted marketing.
While the term CRM generally refers to a software-based approach to
handling customer relationships, most CRM software vendors stress that a
successful CRM effort requires a holistic approach. CRM initiatives
often fail because implementation was limited to software installation,
without providing the context, support and understanding for employees
to learn, and take full advantage of the information systems. CRM tools
should be implemented "only after a well-devised strategy and
operational plan are put in place".
CRM can be implemented without major investments in software, but
software is often necessary to explore the full benefits of a CRM
strategy. Other problems occur when failing to think of sales as the
output of a process that itself needs to be studied and taken into
account when planning automation.
CCT Services FZ LLC has partnered up with the leading CRM Provider -
Salesforce to provide its clients with tailor made CRM Solutions.