Of course, definitions of crm there are plenty of Select – I do not. But I still will not be an original and inserted my 5 cents. Here, Gordon Allport expresses very clear opinions on the subject. In my opinion, is more appropriate to consider the concept of crm in two contexts, as a strategy of business, and how automated customer relationship management (CRM-system). crm, as a business strategy involves building customer-centric company. Ie all business processes should focus on customer service. That business processes one desire to create a customer-centric company is not enough! Too often business owners in the affirmative answer to the question "Do You are your company customer-centric? ". And when dealing with the "" of customers have no words left on their own expression Although there are exceptions, if desired, CRM-effect can be obtained even in the process of Collection. But now is not about this.
Generally, oddly enough, the topic of crm we are a country of contrasts. Some consider themselves to be customer-oriented, not observing the basic wishes of clients, others have called the concept of crm is incompatible with a successful business. But when this and those and others are considering to introduce the CRM-system. Why is this happening? Yes, because the introduction of CRM-system does not guarantee the construction of customer-oriented company! Rather, the construction Company:) Because CRM-system allows you to make him a belt, put customer service on the flow. But the quality of work performed and automated business processes will depend on how the company will be perceived clients. It should also be noted that the introduction of crm business processes play a key role. After all, in itself CRM-system does not solve the problems Anyone implementation CRM-system should be preceded by an audit of business processes and their optimization if necessary. Otherwise, the company will own ordinary difficulties which will either be heroically overcome, or throw this CRM-system to the dump.