Customer Relationship Management
“A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT WITH SPECIAL
REFERENCE TO SUGUNA AUTOMOBILES, COIMBATORE”
CHAPTER - 1
INTRODUCTION
1.1 ABOUT THE STUDY
An organisation, whether a business or an industrial enterprise need customer for its survival and growth. The success and failure of an organization depends on its customers. So it is utmost duty of any organizational member to look after their customer’s needs and wants and make them satisfied with their product or service. It is ideal from any organizations part of view that customers are the only assets.
A customer is a person who adopts and uses a product or service which fulfil his requirement.
Customers are us! Everyone is a customer. A customer will not be a customer all the time and even not be a consumer of the same product or services.
CRM stands for customer relationship management. It is a process or methodology used to learn more about customer’s need and behaviour in order to develop strong relationship with them. The more useful way to think about CRM is as a process that will help bring together lots pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
CRM helps business use technology and human resources to gain insight into the behaviour of customers and value of those customers.
Definition
Customer Relationship Management (CRM) is specific software that allows a company to measure and control contacts with customers. CRM can be used for controlling contacts with a customer either by phone, fax, mail and e-mail. The data collected can be used for research and analysis of the customer relationship.
1
Meaning
The Customer Relationship Management is the procedure that is crucial for every business.
As the customer is the most important part of the business, the CRM is the procedure that analyzes the contact with the customers in a call center for example.
Using CRM, a business can:
Provide better customer services
Increase customer revenues
REFERENCE TO SUGUNA AUTOMOBILES, COIMBATORE”
CHAPTER - 1
INTRODUCTION
1.1 ABOUT THE STUDY
An organisation, whether a business or an industrial enterprise need customer for its survival and growth. The success and failure of an organization depends on its customers. So it is utmost duty of any organizational member to look after their customer’s needs and wants and make them satisfied with their product or service. It is ideal from any organizations part of view that customers are the only assets.
A customer is a person who adopts and uses a product or service which fulfil his requirement.
Customers are us! Everyone is a customer. A customer will not be a customer all the time and even not be a consumer of the same product or services.
CRM stands for customer relationship management. It is a process or methodology used to learn more about customer’s need and behaviour in order to develop strong relationship with them. The more useful way to think about CRM is as a process that will help bring together lots pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.
CRM helps business use technology and human resources to gain insight into the behaviour of customers and value of those customers.
Definition
Customer Relationship Management (CRM) is specific software that allows a company to measure and control contacts with customers. CRM can be used for controlling contacts with a customer either by phone, fax, mail and e-mail. The data collected can be used for research and analysis of the customer relationship.
1
Meaning
The Customer Relationship Management is the procedure that is crucial for every business.
As the customer is the most important part of the business, the CRM is the procedure that analyzes the contact with the customers in a call center for example.
Using CRM, a business can:
Provide better customer services
Increase customer revenues
References: Tata McGraw-Hill Education Pvt Ltd, New Delhi, 12th edition, 2009. Darren George, Paul Mallery (2008), “SPSS for windows”, Eighth edition, Pearson Krishnaswami, O.R, (2002)” Methodology of Research in Social Science”, Mumbai: Himalaya Publishing House, 2002 Kothari, C.R., (1990) “Research Methodology Methods and Techniques” Vishwa