Scribd
Upload
71 views5 pages

Session 1

This document provides an introduction to customer relationship management (CRM). It defines CRM as a technology for managing all relationships and interactions with customers and potential customers, with the goal of improving business relationships. The emergence of CRM originated in the 1970s when businesses recognized the importance of being customer-focused rather than product-focused. Traditionally, transactions were paper-based and dependent on goodwill, but emerging technologies and increased competition necessitated a more proactive approach to customer relationships. CRM emerged as a solution that facilitated relationships beyond individual transactions.

Uploaded by

Pruthviraj Rathore
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
71 views5 pages

Session 1

This document provides an introduction to customer relationship management (CRM). It defines CRM as a technology for managing all relationships and interactions with customers and potential customers, with the goal of improving business relationships. The emergence of CRM originated in the 1970s when businesses recognized the importance of being customer-focused rather than product-focused. Traditionally, transactions were paper-based and dependent on goodwill, but emerging technologies and increased competition necessitated a more proactive approach to customer relationships. CRM emerged as a solution that facilitated relationships beyond individual transactions.

Uploaded by

Pruthviraj Rathore
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
You are on page 1/ 5

Customer Relationship

Management
Module - 1

Dr. Pruthvirajsinh Rathod


Introduction
The fundamental factor behind any successful company is not
just the CEO, the business innovation, or the technology, but
it’s the loyalty of its customer base.
The success stories of H&M or Maybelline or Apple all circles
back to one main factor, customer loyalty.
As the saying goes “Customer is the king”, has never been
relevant to this extent in a competitive world that we happen
to live in the 21st century.
Hence, CRM plays a major role to give success for every
company.

Dr. Pruthvirajsinh Rathod


Definition
Customer relationship management (CRM) is a technology
for managing all your company’s relationships and
interactions with customers and potential customers.
The goal is simple: Improve business relationships. A CRM
system helps companies stay connected to customers,
streamline processes, and improve profitability.

Dr. Pruthvirajsinh Rathod


Emergence of CRM
CRM originated in the early 1970s when the business units
had a manifestation that it would be advisable to become
‘customer emphatic’ rather than ‘product emphatic’. Birth of
CRM was because of this heedful perceptiveness.
Traditionally every transaction was on paper and dependent
on goodwill which created hindrance in clutching customers.
People used to work hard in entertaining customers by
presenting new products with astonishing services.
Employee were ready to work overtime for grasping more
and more customers for increasing business.

Dr. Pruthvirajsinh Rathod


Emergence of CRM
This too resulted in customer satisfaction and loyalty up to some
extent, but at the end of the day, there was no such bonding or
relation between the two to carry on with future business smoothly.
Emerging of new strategies and technologies in the global
marketplace and a mammoth degree of competition in business, the
approach needed to be changed to proactive rather than reactive.
Origination of CRM turned out to be a piece of cake for all suppliers
and customers due to its advantages.
Customer relationship management came as a process that
dealt with relationships with customers surpassing the whole
business.

Dr. Pruthvirajsinh Rathod

You might also like