Customer Relationship Management (CRM)

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.


The Customer Relationship Management is the procedure that is crucial for every business. As the customer is the most important part of the business, the CRM is the procedure that analyzes the contact with the customers in a call center for example.

There are four important characteristics that CRM system may offer you:


First it will track and report every interaction with a customer, describing the customer's purchase, interest or demand. It will report also the changing needs of the customer and the way your business reacts effectively to them.


Furthermore, the CRM will be a universal instrument for collecting data about the service requests, order entry, satisfaction and billing.


Third, the CRM will be able to measure the performance of the business on the basis of internal benchmarks.


Last the CRM will facilitate the working processes by emphasizing on the positive and exclude the negative practices in your customer relations center.