CRM is English abbreviation for Customer Relationship Management. The full English name is Customer Relationship Management. It was first proposed by consulting company Gartner Group in United States. Customer relationship management has evolved rapidly with help of Internet and e-commerce. It mainly includes two aspects.
1. CRM sets up an application system for an enterprise. The system integrates enterprise business processes and customer information resources, shares internal resources, and provides customers with personalized services, thereby increasing customer value and increasing customer satisfaction and loyalty, increasing company profitability.
2. When serving customers, CRM application system receives and generates valuable data. By analyzing this data, it can provide a scientific basis for enterprise decision making.Customer relationship management concept
Customer-centric management method integrates enterprise's internal processes with customer information and obtains an information system for all external marketing, sales and service information in order to better serve and improve customers while maintaining satisfaction and loyalty. The business continues to make profits.The 3 Elements of Customer Relationship Management
In short, CRM system cares about profitability of enterprise, and especially about value of customers. It cares about increasing value of customers when receiving products or services, in order to achieve a win-win situation for enterprises and customers.