customer service manager

Customer relationship management (CRM) encompasses the capabilities, methodologies, and technologies that support an enterprise in managing customer relationships. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures.

Implementing CRM

Customer relationship management is a corporate level strategy which focuses on creating and maintaining lasting relationships with its customers. Although there are several commercial CRM software packages on the market which support CRM strategy, it is not a technology itself. Occupational Outlook Handbook. Rather, a holistic change in an organisation's philosophy which places emphasis on the customer.

A successful CRM strategy cannot be implemented by simply installing and integrating a software package and will not happen over night. Changes must occur at all levels including policies and processes, front of house customer service, employee training, marketing, systems and information management; all aspects of the business must be reshaped to be customer driven.

To be effective, the CRM process needs to be integrated end-to-end across marketing, sales, and customer service. Resource for Customer Service Managers & Professionals, improve your customer service, free customer service articles & advice e-magazine for Customer Service Professionals.