Author Name : DR. J. SULAIMAN (Author) & N. A. Arshiya Afrin (Co-Author)
Volume : II, Issue :XI,July - 2017
Published on : 2017-07-18 , By : IRJI Publication

Abstract :

CRM originated in early 1970s when the business units had a manifestation that it would be advisable to become ‘customer emphatic’ rather that ‘product emphatic’. Birth of CRM was because of this heedful perceptiveness. Customer Relations Management (CRM) is a business, marketing and communications maxim currently revolutionizing the company-customer relationship. It is a concept for managing customer relationships across the different points of customer contact. In essence, CRM is about retaining customers, capturing customer lifetime value, maximizing new business opportunities, and sustaining profitability. It is a business philosophy that is successfully implemented by installing and utilizing CRM technology and by developing and executing a customer relationship strategy. A CRM system is not only used to deal with the existing customers but is also useful in acquiring new customers. The process first starts with identifying a customer and maintaining all the corresponding details