Customer relationship management (CRM) involves using technology to manage a company's interactions with current and future customers. The goal of CRM is to create value for both customers and the company over the long term by gaining competitive advantage through sales strategies, promotions, improved customer service, and building long-term relationships. CRM uses technology to store customer data, track purchase histories, and target customers with personalized services to meet their needs. Key challenges for CRM include ensuring rich customer data, an integrated view of information, effective feedback mechanisms, intelligence at customer touchpoints, and consistent communication.

1. Customer Relationship
Management (CRM)
By
Rajdeep Singh Bundela

2. DEFINITION AND MEANING
OF CRM

3. Customer relationship management (CRM) is a
system for managing a company's interactions
with current and future customers. It often
involves using technology to organize, increase
sales, marketing, customer service, and technical
support.

4. Process of C.R.M.

5. The purpose of CRM
The focus of CRM is on creating value for the
customer and the company over the longer
term” .
CRM enables organisations to gain
‘competitive advantage’ over competitors that
supply similar products or services .

6. Why is CRM important?
1. Sales Strategy
2. Promotion
3. Customer Service Improvement
4. Make a long-term relationships
5. Take a feedback

7. Step of CRM

8. Information Technology in CRM :
Technology plays a imp. role in CRM .
Technology can be used to keep a record of
customers names and contact details in addition to
their history of buying products or using services.
This information can be used to target customers in a
personalised way and offer them services to meet their
specific needs.

9. Challenges in CRM
• Richness of customer data.
• Integrated view of customer information.
• Feedback mechanism from customer.
• Intelligence at operational touch points.
• Consistence of communication.

10. References
What is CRM ? – Internet
Customer Relationship Management -
Wikipedia.
CRM image – Internet