Customer Relationship Management

In my opinion, customer relationship management is all about bridging the gap between the customers and the organization. It moreover understands the needs of the customers and makes them satisfy with the results, because the main aim or the objective of any organization is satisfying their customers.

·        CRM helps the business to understand what it needs to do get more customers. CRM’s foremost and prime reason is to log and manage the customer relationships. CRM system is an essential tool for any business or the organization that helps you to manage your customers sales and marketing.

·        It is a strategy for managing all your company’s relationships and interactions with your customers and potential customers, which helps you to improve the profitability of the organization. It enables you to focus on the organization’s relationship with the individual people whether those are customers, service users, colleagues or suppliers. It helps in maintaining the healthy relationship with the customers in any of the organization whether at a small confectionery shop or at large group of hotels.

·        A good CRM system improves your standardized processes and also helps in improving the weakest link.

·        I want to quote an EXAMPLE:“Once I visited one of the Hotel of Taj Groups of Hotels that is a well known hotel brand and chain all over world. No doubt they welcome their guest with so much of greetings as they are trained in that way because these all are the things which help in building an image of the organization.

So when I ordered the food, after sometime by mistake or carelessness they ordered with not the fresh chapattis, then I call the manager who was present there I just ask this is the way to serve your customers, so he just utter a single word SORRY MA’AM and without any argument, he just provided me 2-3 dishes in complimentary and not added it in the bill. Now this is what the manager compensate the normal unfreshed chapattis to the complimentary dishes which lead to the Customer Relationship Management, because he was supposed to maintain the healthy, good and profitable relationship with the customers.”