A Note on Mobile CRM

            
 
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Case Details:

Report Code : BREP031
Report Length : 24 Pages
Period : 2002 - 2006
Organization : Oracle, Siebel, SAP, Salesforce.com
Pub Date : 2006
Teaching Note : Not Available
Countries : USA, Europe, Asia Pacific
Industry : CRM

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Introduction

Customer Relationship Management (CRM) involves the various aspects of interaction – sales or service related – that a company has with its customer. It includes all methodologies, strategies, and software that help an enterprise organize and manage customer relationships. It enables organizations to maximize the value of every customer interaction and leads to superior corporate performance. The increased global competition has made it necessary for companies to differentiate their products from those of competitors. Many companies have therefore moved away from a product-centric view of their business to a customer-centric one. They have realized that building relationships with customers is vital to profitability.

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They have also realized that it takes more effort and cost to attract a new customer than to retain an existing one.

The advances in information and communications technology have enabled enterprises to put all their customer information into a single system and provided them with the ability to effectively manage complex information.

Some of the main benefits of implementing CRM are:
• It enables faster and prompter response to customer enquiries.
• It increases business efficiency through automation.
• It provides better understanding of customers.
• It helps to identify the most profitable customers.
• It helps in utilizing customer feedback, which results in improved products and services.

As organizations these days have multiple lines of businesses and overlapping customer segments, it is crucial that their customers find it easy to do business with them. CRM focuses on automating processes, gathering and processing information, and self-service.

CRM offers solutions for the diverse business functions of an organization...

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