Components of CRM

CRM is the combination of policies, processes and strategies implemented by an organization to unify customer interactions and provide a means to track customer information. CRM brings together lots of pieces of information about customers, sales, and marketing effectiveness and market trends. CRM software is used to support these processes, information about customers and customer interactions which can be entered , stored and accessed by employees in different company  departments..

The Generic constituents are

Components of CRM

CA- Customer Acquisition encompasses:

           Counter staff automation

                        Marketing

CR- Customer Retention through:

                        Data warehousing and analytical tools

                        Customer service

                        Call service

                        Contact center

ICV- Improved Customer value through:

                         Marketing automation and campaign management for cross-selling and up-selling

                         Data Warehousing and analytical tools       

CRM includes many aspects which relates directly to one another through :

Front Office Operations:  Direct contact with customers. For  example. Face to Face meeting, Phone calls, emails, Online services etc.

Back Office Operations:  Operations that ultimately affect the activities of the front office (e.g. Billing, maintenance, planning, marketing, advertising, finance, manufacturing etc.)