CRM is a strategy for managing a company's interactions with customers that involves using technology to organize, automate, and synchronize business processes related to sales, marketing, customer service, and technical support. When implemented effectively, CRM allows people, processes, and technology to work together to increase profitability and reduce costs. The service sector has increasingly become the largest sector of the economy in industrialized countries. Within this sector, CRM is widely used to focus on developing inbound customer relationships in order to retain customers through attention, advice, and experiences related to industries like government, healthcare, education, banking, and more.

1. CRM:-

2. CUSTOMER RELATIONSHIP MANAGEMENT
 CRM:-
CRM is broadly recognized and
widely implemented strategy for
managing and nurturing a company‟s
interactions with customer‟s clients and
sales prospects. It involves using
technology to organize automate and
synchronize business process –
Principally sales activities, but also
Those for marketing, Customer Services
& technological support. When an
implementation is
effective, people, processes and
technology work in synergy to increase
profitability, and reduce operational
costs.

3. Customer
• There is only one boss. The customer! He can fire everybody in
the company, from the chairman on down, simply by spending his
money somewhere else.
------------- Sam Walton, founder of Wal-Mart
• Our greatest asset is customer! Treat each customer as if they are
only one!
--------- LAURICE LEITAO
• Customer is king
• Know your customer……to capture & retain them!
• If, we don‟t take of our customers someone else
will!

4. SERVICE SECTOR
For the last 30 years there has been a substantial
shift. The primary and secondary sector to the tertiary sector in
industrialized countries. The tertiary sector is now the largest
sector of the economy. The service sector consists of the „soft‟
parts of the economy. Where people offer their knowledge and
time to improve productivity, performance, potentials the basic
characteristic of this sector is the production of services instead of
end products.

5. CRM IN SERVICE SECTOR
The service sector is receiving
much deserved attention resulting from its
inevitable role in a country‟s economic
development. Where it is mainly focusing
of developing an inbound relationship
with the customer. Which helps in terms of
retaining the customer. Because service is
an “intangible good” include
attention, advice, experience, discussion.
The scope of CRM in service sector is vast
where it includes Govt, health care /
hospitality
education, banking, insurance, financial, l
egal, consulting, news
media, hospitality(restaurants, hotels, cas
inos ), tourism, retail sales etc.,

6. Hospitality opts for CRM :-
• Developing CRM strategies
• Information and Communication Technologies(ICT)
• CRM based market research

7. Health Care Industry opts for CRM
 Communication Services
 Data base Construction
 CRM for Physicians
 Consulting Services

8. Information Technology opts for CRM
• Customertouch points
• Application server
• Data stores

9. Telecom sector opts for CRM
• Customer service is Key to
sales and loyalty
• Customer service become
the differentiator

10. CONCLUSION
• Customer Relationship Management entails all aspects
of interaction a company has with its customer, whether
it is sales or service related; it starts with the foundation
of relationship marketing.
CRM is a systematic approach towards using
information and ongoing dialogue to built long lasting
mutually beneficial customer relationship. From the
above all available data it is clear that how CRM is
placing a vital role in service sector. So, it makes more
strengthen this sector.

11. Closing Comments
• CRM requires a cultural change with organizations.
• CRM can be enabled by technology, but this alone will not
deliver business benefits – change management is vital.
• The customer experience needs to be consistently enhanced.
• Its an ongoing business process and will create sustainable
competitive advantage.
Remember
“ If you aren't listening to your customer, your competitors will.”