EPA. Customer Relationship Management (CRM). Technology Essay

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EPA
Customer Relationship Management (CRM) is a methodology that is used in learning more about the needs and behaviors of customers to build a stronger relationship with them. CRM has many technological components, but viewing CRM in technical terms is a bit of a mistake. CRM as a process that will aid in bringing information pieces in plenty about marketing effectiveness, customers, responsiveness, sales and market trends is a greater way of thinking about CRM.
Notably, changes in the environment that are competitive have forced organizations to rethink how they do business. The globalization of business, information technology, structural modification and internationalization have led to the upcoming of relationships paradigm for the creation of long-term relationships between suppliers and customers. The last ten years have seen great attention focused on the relationship management subject which has become a tool that is powerful in the development of long-term relationships with customers, distributors, and suppliers.
CRM is an innovation in the field of customer service today. CRM helps the customer service staff and management to deal with customer issues and concerns. Notably, CRM deals with gathering data in relation to the customer. The data is later used in the facilitation of customer service transactions that is through making the information required for resolving the issue readily available to the ones who are dealing with customers' issues. Evidently, this brings about a more profitable business, an increase in resources for the support staff and a high number of satisfied customers. Withal, the CRM systems give the management light in making decisions regarding the future of the company.
A customer support agent can be able to know the location of a customer’s order just by the click of the button. This is a great achievement than the previous tiresome process of having to track shipments. Additionally, the agent will be able to go through the customers' previous issues or concerns. And if coincidentally, the customer is calling in regards to the same issue, this will be of great help, for he/she won’t have to repeat the story. This aids in using less time to resolve issues and, therefore has a higher productivity from the support staff.
The systems of CRM are also of great importance to the top management for they provide data that is crucial for the satisfaction of a customer and the service efficiency by the crews at the frontline. Customer relationship management software in just a piece can aid in the generation of reports that are needed in the development of products and concepts that are new. Withal, this system will also assist the top management in making decisions about the future of the company, whether it is in removing one of the products from their shelves or just making an adjustment to it.
Reports that the CRM systems generate are also valuable to an org...