Customer Relationship Management CRM

 Customer Relationship Management (CRM)

Customer Relationship Management

Customer Relationship Management is a stream of management which deal with the study of  management practice policies, different strategies and technology to manage and analyze customer interactions and data during the overall customer life cycle.

This decade is completely technological decade. Every where and everything is rely on systems, internet and computers. Data  plays an important role in every organization. CRM systems helps to access the customer information at right time to find customer buying behavior and buying history to understand the customer intrest towards the the products.

To recommend the products to the customers as per their buying behavior is most important part. CRM systems gives a detailed information about your customers which gives meaningful insights to make appropriate decisions.

Top CRM System Implementation: are Amazon CRM, Activision CRM, Coca Cola CRM and Apple CRM. These are the best examples of customer relationship management services or systems.

Here are some examples of CRM 

1. Collaborative CRM :

It is also called as Strategic CRM. It helps to collect, organize and share customer information to the multiple teams . It is the collaboration between different services like customer service, marketing etc.

2. Operation CRM:

This type of CRM helps to the management for day to day operations. The operations such as sales, marketing and customer services.

3. Analytical CRM :

This type of CRM helps to the business to store, retrieve and analyze the customer information. 

What is knowledge Management System : 

It is a software or system which helps to organization to store and retrieve the knowledge or information to improve the business development and business process.

The knowledge management system are important to organization to improve the efficiency and decision making ability. 

There are three types of knowledge management systems,

1. Explicit Knowledge: 

Explicit knowledge is a knowledge like frequently asked questions, instructions, data and different reports, different sheets which can be written explicitly.

2. Tacit Knowledge or Implicit Knowledge :

The tacit knowledge is somehow difficult to explain, extract, summarize or verbalize. because, it can have personal wisdom, opinions, experience and knowledge.

For example:

Customer feedback form- every customer has different experience, different feedback.

Customer opinions about management and organization ,

What is Content Management System:

This is a software or system which is used to create and publish digital contents. It is used for enterprise content management and web content management.

It helps to create , edit and publish contents on web and stores this contents on web servers in the form of published web contents.

Three types of CMS are ,

1. Document Management System: 

This is a system which is used to receive, store, and track the information in the form of documents. This helps to organization to reduce the paper work and also time. The information is stored in a structured format so that helps to quick access of information.

2. Digital Asset Management ( DAM):

DAM system helps to store and share the information from the central location. This is a system which is used to storing and sharing the images, videos and other media files from a central location.

3. Web Content Management (WCM):

It is a software which is used for web content management. The purpose of this web content management system is to create, manage, store and display contents on web pages. To manage contents on web this system is used.

 

Written by,

Dr.Manisha More

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