Business activity in not just a selling and buying the products or services to the customer rather making new customer is the key factor for survival of any business in these time. Also creating new customer and keeping old one with loyal to the organization and with products is equally important, which decide the success of any organization in its efforts. Thus relationship with the customer with the business organization plays a significant role in the long run for the company. Customer relationship management (CRM) is the process by which a company or organization interacts with its customer, clients etc for a long relationship.
CRM dealt with the fact that business is nothing but as to customer oriented and their interests and tastes should not be ignored. Creating new customer is as important as to continue the old one, which are the key for success of any business activities. An unhappy customer can deliver a bad reputation for the company products and so its interests must not be overlooked. CRM focus on the fact and plans for a better customer oriented policy and strategy.
CRM ensures that it is essential for a company to identify its customer who is user of its brands. As the customer is the key factor for any company and so it is essential part for the fulfillment of its business objective. Company should have to create a strong marketing team and a better strategy so that it can trace out its customer and then target them for a better prospect in terms of sale and marketing. Role of marketing department is very crucial, as it has to identify the customer, target them and then convince them for their products by various tools of advertising and promotional programs. Marketing campaigns play a significant role in convincing them and positioning the brand and inculcating them in their mind.
CRM also ensured in identifying the target to those customers who are the most profitable customer for them. As customer satisfying is the important for a company and CRM advocates targeting those customer who provide maximum profit for the company by purchasing the product. Certainly these customers deserve the maximum care for its services and its company responsibility to pay attention to those. Also it is important because these customers can convince other customer if they are satisfied with the company products and services. For a better customer satisfaction process, employees of the company must be know their customer need and demand so that they can understand their expectation. Employee should be aware all those information regarding their customers taste, needs so that they can work for their fulfillment and create a better relationship with them for the long run. All the employee of the company should be work with the distribution chain system staff so that they can also heed proper attention to the customers demand and need.
CRM also focuses on a better and loyal relationship with customer, which sustain for a long relationship. Making new customer is not so important than to sustaining their trust for a long time. Today every Banks and other public dealing organizations have been appointing a Customer relation manager which job is to convince them about the organization?s vision and making trust with the customer.