Through CRM specific strategy of company is studied and the customer’s need and expectations are analyzed .
Information gathered through CRM s/w is used to develop market by developing organization’s knowledge about the area like segmentation , customer retention, improving features in product & services and identifying profitable segment of customers.
Front office operation: Direct interaction, face to face meetings ,phone calls, e-mails online conversations.
Back office operations: Operations that affects activities of front office like billing, maintenance, planning, marketing, advertising, finance .
Business relationships: Interaction with other companies and partners like suppliers , retail outlets , distributors , industry networks like trade associations
Analysis: Key CRM data is analyzed to plan target marketing campaigns, framing business strategies, evaluation of framed strategies like market share, number and type of customers, revenue, profitability