The Enterprise’s Customer Relationship Management (CRM) Process

Integrating social media into CRM (Customer Relationship Management) is a next task for companies wanting to approach customers. The importance of social media has increased significantly in the past ten years. As of March 2013, as of June 2013, Facebook has 11 billion users [1], followed by Twitter has over 554.74 million users [2]. The surge in the use of this social media has led to changes in the traditional relationship between business and customers. This is because control of this relationship has shifted to customers with the ability to influence others in their social network.

Customer Relationship Management (CRM) is a technology that manages relationships and dialogue between a company and its customers and potential customers. The goal is simple. It is to improve business relations. The CRM system helps companies to keep in touch with customers, streamline processes, and improve profitability. The CRM solution is designed to help organizations and individuals (including customers, service users, colleagues, or suppliers) in a relationship throughout the lifecycle, such as discovering new customers, acquiring businesses and providing support and other services throughout the relationship It helps to concentrate.

Customer relationship management is a business strategy tool that helps build relationships with customers. The main factor here is customer satisfaction. CRM is the process a company interacts with customers in a variety of ways, including technology, sales teams, marketing, and more. This interaction is essential for getting feedback, accessing potential customers, building relationships that may last years, and having a strong product base. The term CRM is not a new term, but in today's scenario the importance has increased over and over. It is now more professional, technologically driven and practical. It is totally focused on customer needs. Today, companies are expanding and developing new markets, their customer base has expanded and diversified.