This document discusses customer relationship management (CRM) and its use in business. It defines CRM as software that allows companies to track customer contacts via various channels and use that data for research and relationship management. The document outlines the main topics to be covered, which are an introduction, important subtopics, a case study, SWOT analysis, conclusion, and recommendations. It then lists benefits of effective CRM like reduced costs, increased customer satisfaction, and long-term profitability. Steps for effective CRM involve determining goals with customers, building rapport, and fostering positive feelings. CRM also encompasses front office customer interactions and back office operations that support the front office, as well as business relationships with partners.

2.  Maria javed
 Mba IT

3. Use of customer relationship
management (crm) in business

4. Main headings:
 Introduction to the topic
 Important sub-topics
 Practical study of the organization
 Swot analysis
 Conclusion
 recommendation

5. Definition:
 Customer Relationship Management (CRM) is specific
software that allows a company to measure and control
contacts with customers. CRM can be used for
controlling contacts with a customer either by phone,
fax, mail and e-mail. The data collected can be used for
research and analysis of the customer relationship.
 CRM “ is a business strategy that aims to understand ,
anticipate and manage the needs of an organizations
current and potential customers.

9. Benefits of effective CRM:
 Reduced costs, because the right things are being
done.
 Increased customer satisfaction, because they are
getting exactly what they want.
 Ensuring that the focus of the organization is external.
 Growth in numbers of customers.
 Maximization of opportunities.
 Highlighting poor operational processes.
 Long term profitability and sustainability.

10. Steps For Effective CRM:
 Successful organizations use three steps to build
customer relationships:
 determine mutually satisfying goals between
organization and customers
 establish and maintain customer rapport
 produce positive feelings in the organization and the
customers.

12. Many inter related aspects:
 Front office operation: direct interaction with
customer
i. Face to face meting
ii. Phone calls
iii. E-mails
iv. Online services

13. Back office operation:
Operations that ultimately affects the activities of the
front office
i. Billing
ii. Maintainers
iii. Planning marketing
iv. Advertising
v. finance

14. Business relation ship:
Interaction with other companies and partners
i. Supplier/vendors
ii. retail outlets/distributers
iii. Industry networks