Customer Relationship Management
A broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer information.
Operational CRM- automation or support of customer processes that include a company’s sales or service representative
Collaborative CRM- direct communication with customers that does not include a company’s sales or service representative (“self service”)
Analytical CRM- analysis of customer data for a broad range of purposes
In Australia, NAB with their Leads System is the prominent leader in CRM initiatives.
Sources are cited from wikipedia
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1 comment:
Hi Yee Kang,
Be very careful of anyone who claims to be a 'leader' in any particular area. After all, anyone can call themselves that. On what is the claim based? Can you verify that the NAB is really better at CRM (and what kind of CRM, too) than anyone else in Australia? Maybe they are, but don't believe everything you read!
Good to see you reading outside the set material, though!
Regards,
Rob.
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