What is Customer Relationship Management (CRM)

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The systematic collection and utilization of business data to manage interactions with customers by identifying patterns and interests of customers as success factors in order to foster customer loyalty through individualized correspondence and tailored offers. Learn more in: Multimedia for Direct Marketing

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The management approach that involves identifying, attracting, developing and maintaining successful customer relationships over time in order to increase the retention of profitable customers. Learn more in: Student Relationship Management Using Social Clouds

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Strategic management of the relationship with the customers, formed by marketing plans, activities, and actions, with the objective of building loyalty and promoting recommendations from the customers to potential customers. Learn more in: Different Strategies for Different Crises to Rescue Micro, Small, and Medium Travel Agencies

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Identifying, collecting and keeping clients. Learn more in: Implementing a Customer Relationship Management (CRM) System

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A broad term for software designed to manage all aspects of customer management. CRM are often described as front-office applications that support such areas as sales and marketing. CRM is often a module in a more encompassing ERM system. Learn more in: Developing an Innovative Curriculum to Prepare Networking Professionals for the Global Marketplace

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Is a business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually. CRM software provides functionality to companies in four segments: sales, marketing, customer service and digital commerce. Learn more in: Entrepreneurship and Big Data

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The strategy for managing and nurturing an organization’s interactions with customers and sales prospects Learn more in: Integrating Green ICT in a Supply Chain Management System

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CRM is an IT-supported process that has as its objective to increase value to customers or citizens. There are two common ways in which public organizations are approaching CRM. The first of them involves improving customer support and service through one-step shopping through the Internet, toll-free numbers, or in some countries through service kiosks. The second approach consists of mining data to better understand citizens’ needs in areas such as health or education. Learn more in: Government Innovation Through Knowledge Management

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A broad term to cover concepts, methods, and procedures, and enabling information technology infrastructure that support an enterprise in managing customer relationships. Learn more in: Open Source Software Business Models and Customer Involvement Economics

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The fundamental theory behind CRM is to identify profitable customers, attract and retain them, and maximize their useful life span and the profits from them by establishing and fostering good relationships with them. Learn more in: Directed Basic Research in Enterprise Resource Planning (ERP)

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Customer relationship management describes all aspects of a company’s strategic relationship with its customers; it is often referred to as software-based techniques in order to attract, retain, and manage customers to increase customer satisfaction. Learn more in: Social Software for Customer Knowledge Management

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Strategy aimed at increasing the value to a client that occurs by creating, based on knowledge relative to the client’s needs, a completely “targeted” offer capable of satisfying said client. Learn more in: CRM in Fashion Retail: Building Store Loyalty through Store Trust

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The orientation of the company that involves direct customer interaction as well as the data and its uses for enhancing customer relations. Effective CRM is integrated across the organization and throughout functional areas of the firm. Learn more in: Customer Relationship Management (CRM): A Dichotomy of Online and Offline Activities

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The strategic process of selecting and managing interactions with customers to optimize the value of the customer to the organization as well as satisfaction for the customer. Learn more in: The Right Path to SCM-CRM Integration

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A continuous process based on the knowledge of market in order to develop, to maintain a sustainable relationship with the customer. Learn more in: The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation

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CRM includes the methodologies, strategies, software, and Web-based capabilities that help an enterprise organize and manage customer relationships. It is the collection and distribution of all data to all areas of the business. The general purpose of CRM is to enable organizations to better manage their customers through the introduction of reliable systems, processes and procedures for interacting with those customers. Learn more in: Improving Customer Relations through E-Commerce

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These are software packages that enable a business to develop knowledge of their customer’s needs and buying patterns. These systems “focus on the integration of externally based customer data for the organization to pursue more customer-oriented activities like targeted advertising, one-on-one marketing (Peppers et al., 1993), customer retention and building a real-time integrated view of the customer (Goodhue et al., 2002; Kos et al., 2001; Winer, 2001) ” (Pan, 2005, p. 66). Another definition is “a comprehensive strategy and process of acquiring, retaining and partnering with selective customers to create superior value for the company and customers” (Parvatiyar and Sheth, 2001, p. 5). Learn more in: Implementing Best of Breed ERP Systems

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CRM can be understood as the implementation or improvement of the processes, organization and technology involved in maximizing the value of customers by means of the interaction of the company with the customer through any communication channel ( Fernández and Navarro, 2014 , p. 14). Learn more in: Organizational Components That Explain Profitability as a Key Factor of Competitiveness: Colombian SMEs' Case

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CRM is an approach to reveal cutomers’ needs and making beter relationship along time with them. Learn more in: Understanding Customer Behavior through Collaboration RFM Analysis and Data Mining Using Health Life Center Data

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An approach that recognizes that customers are the core of the business and that a company’s success depends on effectively managing its relationship with them. CRM is about locating and attracting customers and thereby building long-term and sustainable relationships with them. Learn more in: Trust in B2C E-Commerce Interface

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This is a software solution that helps enterprise businesses manage customer relationships. CRM systems are databases that may contain detailed customer information about customers so they can be matched with products, service requirements, and so forth. Learn more in: Collaborative Knowledge Management (CKM) and Enterprise Knowledge Management

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CRM is a software driven process that allows companies to find solutions to customize their products and service offerings for their customers via social listening, enhanced sales, marketing, and customer services. Learn more in: Social Media and E-Personalization as Essential Business Tools: A Case Study

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CRM is a technology or strategy that helps your company to manage its relations with customers. Learn more in: The New Technological Trends in Customer Relationship Management (CRM) to Unveil Opportunities for Developing Countries

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Is a technology based system that helps to managing a firms relationships and interactions with customers and potential customers. CRM helps businesses to gain an insight into the behavior of their customers and change their business operations for better outcome. Learn more in: A Conceptual Model of Drivers of Online Brand Engagement: Moderating Role of COVID-19

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is a greatly -implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It includes the application of technology to establish, automate, and synchronize business processes. Learn more in: Social Software in Customer Relationship Management: A Study Exemplified in Instant Messaging Networking

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The procedures, methodologies, and tools that help businesses manage customer relationships in an organized and effective way. Integrated Learn more in: Managing the Integrated Online Marketing Communication

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Is a process to improve customers’ loyalty and retain, through build a good relationship with customers for understanding their needs and demands. Learn more in: Customer Knowledge Management (CKM): A Way to Increase Customer Satisfaction

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Process of carefully managing detailed information about customers and their touch points to maximize loyalty, usually done through tools from IT. Learn more in: Sales Force Appraisal System: Integration and Automation

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Software systems that help companies to acquire knowledge about customers and deploy strategic information systems to optimize revenue, profitability and customer satisfaction. Learn more in: The Impact of Enterprise Systems on Business Value

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“is a set of practices that provide a consolidated, integrated view of customers across all business areas to ensure that each customer receives the highest level of service” ( Seeman & O’Hara, 2006 , p. 24). Learn more in: Innovation for Technology-Supported Student Services Delivery

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Software systems that help companies to acquire knowledge about customers and deploy strategic information systems to optimize revenue, profitability and customer satisfaction. Learn more in: Enterprise Systems in Small and Medium-Sized Enterprises

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CRM is a process designed to collect data related to customers in order to develop and maintain long-term profitable relationship with them. Learn more in: Basic Model of CKM in Terms of Marketing Performance and Some Important Antecedents and Dimensions

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Corporate information management strategy inherent to customer relationship processes, supported by digital technologies, and aimed at increasing the efficiency and effectiveness of processes and respective activities, carried out with a view to acquiring new customers and retaining valuable customers’ existing. Learn more in: The Contribution of Data Science Applied to Customer Relationship Management: A Systematic Literature Review

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The process which allows to create, maintain and develop customer relationships through firm value delivering over time. Learn more in: Offline and Online Customer Satisfaction in B2C Markets: Towards an Overall Customer Satisfaction Framework

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An approach to managing a company's interactions with current and future customers. It often involves using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Learn more in: Impacts of Social Media on Today's Businesses

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The combination of sales and marketing activities that focus on fulfilling customer requirements. There are many standalone CRM software systems, but they may also be part of an integrated Enterprise Resource Planning system. Learn more in: House Builders

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All tools, technologies and procedures to manage, improve or facilitate sales, support and related interactions with customers as well as prospects towards the aim of understanding and delivering better customer value. Learn more in: Market Orientation, Customer Relationship Management (CRM) Implementation Intensity, and CRM Performance: A Structural Model

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These are software packages that enable a business to develop knowledge of their customers’ needs and buying patterns. These systems “focus on the integration of externally based customer data for the organization to pursue more customer-oriented activities like targeted advertising, one-on-one marketing, customer retention and building a real-time integrated view of the customer” ( Pan, 2005 ). Learn more in: ERP and the Best-of-Breed Alternative

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Strategic orientation of a company towards its customers with a systematic improvement of customer relations. Also, a major business systems software package. Learn more in: Virtual Team Leadership, Operation, and Technology Deployment: A New Model for Remote Working

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A business strategy that optimizes revenue and profitability while promoting customer satisfaction and loyalty. CRM technologies enable strategy, and identify and manage customer relationships, in person or virtually. CRM software provides functionality to companies in four segments: sales, marketing, customer service, and digital commerce. Learn more in: Investigating the Factors for Predictive Marketing Implementation in Algerian Organizations

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CRM is a useful strategic tool for organizations that have a clear commitment to the market, as it supports the effort to identify the best customers, understand their needs and design the best ways to meet those needs. It is a cornerstone of the concept of relationship marketing. Learn more in: Customers as External Sources of Knowledge to Foster Innovation

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Is a broad term to cover concepts, methods, procedures and enabling information technology infrastructure that support an enterprise in managing customer relationships. Learn more in: 3-Step Analytics Success with Parsimonious Models

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A core business strategy that promotes interactions and creates and delivers value to targeted customers to improve customer satisfaction and customer retention at a profit. It is grounded in high quality customer data and enabled by information technology. Learn more in: Customer Relationship Management and Knowledge Discovery in Database

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A customer service approach that focuses on building long-term and sustainable customer relationships that add value both for the customer and the selling company. Learn more in: Business Intelligence, Knowledge Management, and Customer Relationship Management Technological Support in Enterprise Competitive Competence

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It is one of many different approaches that allow a company to manage and analyze its own interactions with its past, current and potential customers. It uses data analysis about customers’ history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. Learn more in: Exploratory Investigation Into Globalization and Linkages Among ICTs and Usages Within SMEs Environments in Cambodia

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A business model that includes specific techniques and methods for attracting customers and developing a long-term, company-customer relationship. Learn more in: Business IT Systems Implementation

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Approach that places the customer as the main focus of business processes, with the purpose of perceiving and anticipating their needs. Learn more in: Marketing and Technologies Platforms in Smart F-Store