CRM Notes for MBA

I am the student of MBA of Anna University and need the Customer Relationship Management Notes for the preparation of exam so can you please provide me this?

[Shaleen]

Following are the notes of MBA Customer Relationship Management of Anna University which you need

1. CRM stands for Customer Relationship Management. It is a process or methodology used to learn more
about customers' needs and behaviors in order to develop stronger relationships with them. There are many
technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The
more useful way to think about CRM is as a process that will help bring together lots of pieces of information
about customers, sales, marketing effectiveness, responsiveness and market trends.
CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of
those customers.
We can view CRM as an integrated system of web enabled software tools and databases accomplishing a variety of customerfocused business processes that support the three phases of the relationship between a business and its customer.

Acquire new customers by doing superior job of contact management, sales prospecting, selling, direct marketing
and fulfilment.

Enhance relations by keeping customers happy by supporting superior service from a responsive networked team of
sales and service specialists.

Retain its customers by rewarding loyal and profitable customers, expand their business and reward personalized
business relationship.







For complete notes here is the PDF file of it