Customer Relationship Management (CRM) is a form of application of Information Technology (IT) in department of a company’s sales or marketing. The basic idea of CRM is the service. CRM has multiple definitions. CRM is an IT industry term for methodologies, strategies, software (software) and or other web-based applications that can help companies to manage the hub with its customers. CRM can also be used to refer to a company to maintain the concentration of customers. While the CRM as a business strategy, an overarching strategy for the company to manage customers well. CRM begins around the 1990′s as a logical step after ERP.
CRM software include : Siebel Systems, Clarify (Nortel Networks), PeopleSoft, Oracle, SalesLogix, Onyx Software, Pivotal, E.piphany, Kana and Silknet Software. Profesional CRM service providers include : Accenture, Art Technology Group, Cambridge Technology Partners, CSC, Deloitte Consulting, EDS, eLoyalty, Cap Gemini Ernst & Young, IBM Global Services, KPMG Consulting and Price Waterhouse Coopers.
CRM technology has touched the elements : business rules, data warehousing, site reporting, and helpdesk. The advantage of CRM is to keep existing customers, attract new customers, cross selling, upgrading, and identification of customer needs