CRM
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Short for customer relationship
management. CRM entails all aspects
of interaction a company has with its customer,
whether it be sales or service related.
Computerization has changed the way companies
are approaching their CRM strategies because it
has also changed consumer buying behavior. With
each new advance in technology, especially the
proliferation of self-service channels like the
Web and WAP phones, more of the relationship is
being managed electronically. Organizations are
therefore looking for ways to personalize online
experiences (a process also referred to as mass
customization) through tools such as help-desk
software, e-mail organizers and Web development
apps. |
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