( ISSN 2277 - 9809 (online) ISSN 2348 - 9359 (Print) ) New DOI : 10.32804/IRJMSH

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CHALLENGES IN APPLYING CRM IN SERVICES COMPANIES

    1 Author(s):  VIKAS KUMAR

Vol -  6, Issue- 8 ,         Page(s) : 198 - 202  (2015 ) DOI : https://doi.org/10.32804/IRJMSH

Abstract

Customer relationship management incorporates information acquisition, information storage, and decision support functions to provide customized customer service. It enables customer representatives to analyze data and address customer needs in order to promote greater customer satisfaction and retention. It helps organizations to interact with their customers through a variety of means including phone, web, e-mail, and salesperson. Customer representatives can access data on customer profile, product, logistics and the like to analyze problems and provide online and rapid response to customer queries. CRM helps to collaborate between sales, marketing, customer service and technical support functions in the organization.

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