Information Technology Customer Relationship Management

1. Information Technology
Costumer Relationship Management

2. IT - CRM
• ITCRM is the abbreviation for Information
Technology customer relationship management.
It entails all aspects of interaction that an
organization has with its customer (client/User),
whether it is service-related. ITCRM is often
thought of as a business strategy that enables
businesses to:
– Understand the customer
– Retain customers through better customer experience
– Improve Processes

3. Cont. IT - CRM
• Customer relationship management solutions
provides the organization with business data
to help improve services or products that the
customers/users want
– Improving customer service
– User buyout and accountability more effectively
– Understand who the customer is.

4. Cont. IT - CRM
• Technology and the Web has changed the way
organizations approach ITCRM strategies
• Technology have also changed consumer behavior
• Offers new ways for organizations
– to communicate with customers/users
– Collect data about them.
• New advance in technology
– Web
– smartphones
• customer relationships are managed electronically.

5. Cont. IT - CRM
• Focuses on the people aspect.
• Utilizes Decision Support Services to improve
– Processes
– Relationships (Vendor/Costumer/User)
– Education
****Personal opinion IT CRM should be a
implemented in organizations as a program part of
the IT Research and education department.*****