customer relatioinship management jntu kakinada
customer relatioinship management UNIT.III Aspects of Customer Relationship Management There are three aspects of CRM which can each be implemented in isolation from each other: a. Operational CRM: Automation or support of customer processes that include a company’s sales or service representative. : b. Collaborative CRM: Direct communication with customers that does not include a company’s sales or service representative (“self service”) c. Analytical CRM: Analysis of customer data for a broad range of purposes. a. Operational CRM: : Operational CRM provides support to “front office” business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer’s contact history, and staff can retrieve information on customers from the database as necessary. One of the main benefits of this contact history is that customers can interact with different people or different contact “channels” in a company...