Objectives of CRM
CRM, the technology, along with human resources of the company, enables the company to analyze the behavior of customers and their value. The main areas of focus are as the name suggests: customer , relationship , and the management of relationship and the main objectives to implement CRM in the business strategy are:
- To simplify marketing and sales process
- To make call centers more efficient
- To provide better customer service
- To discover new customers and increase customer revenue
- To cross sell products more effectively
The CRM processes should fully support the basic steps of customer life cycle . The basic steps are:
- Attracting present and new customers
- Acquiring new customers
- Serving the customers
- Finally, retaining the customers
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