www.gradeup.

co

1
www.gradeup.co

DFCCIL Customer Relations Management Study Notes Part - 1

What is Customer Relationship Management (CRM)?
CRM is all about attracting, developing, and keeping happy, committed customers, as well as
generating sustainable growth and adding economic benefit to an organization's name. CRM
helps organizations in better understanding, establishing, and nurturing long-term brand
relationships, as well as maintaining existing customers. The most important step an organization
should take in the direction of CRM is to form an inter-disciplinary team to examine how it
communicates with each client and figure out how to strengthen and expand the partnership.
Shorter sales cycles, integrated customer reviews, improved interaction, improved response,
improved customer knowledge, improved effectiveness, better customer monitoring, enhanced
customer satisfaction, and increased loyalty are just a few of the advantages CRM offers.
Definitions of Customer Relationship Management (CRM)
Customer Relationship Management, or CRM, is the art and science of gathering data and
knowledge about consumers' current and future product demands in order to sell them.
CRM is a method of gathering knowledge about consumers and aligning and remodelling an
organization's approach to satisfy the demands of those customers. CRM is more concerned
about individuals than about goods and services.
CRM is a method of maximizing an organization's client relationships by combining individuals,
systems, and technologies. Firms take advantage of advancements in connectivity and
technologies to gather knowledge on products and their campaigns in order to satisfy customer
needs.
Concept of Customer Relationship Management (CRM)
The concept is CRM is a framework that allows a company to better consider its consumers'
expectations and behaviors. It establishes dependable structures and procedures for
communicating with consumers and builds stronger consumer relationships.
The method aids in the assimilation of information about consumers, sales, marketing efficiency,
responsiveness, and market trends by the company. The data is often used to gain insight into
consumer behavior and the importance of holding those consumers.
The whole procedure is structured to reduce costs and improve profitability by retaining
customer satisfaction
Customer Relationship Management (CRM) consists of the following aspects
• Identifying and targeting potential clients, managing marketing strategies, and generating
quality leads
• Improving telesales, account, and revenue management by streamlining existing processes and
optimizing information exchanged by various workers of a company (for example- taking orders
using mobile devices).
• Allowing the formation of individualized relationships with customers, in order to improve
customer loyalty and maximize profits; identifying the most profitable customers and supplying
them with the best value.

2
www.gradeup.co

• Providing staff with the resources and procedures they need to get to know their clients,
consider and identify their interests, and establish productive relationships between the
organization, its customers, and distribution partners.
Objectives of Customer Relationship Management (CRM)
• To make the marketing and sales process easier.
• To improve the efficiency of call centers.
• To improve the quality of customer service.
• To find potential clients and increase customer revenue
• To increase the effectiveness of cross-selling products
Types of Customer Relationship Management (CRM)
There are various types of customer relationship management. We can categories them mainly
in Seven types which are following:
1. Sales Force Automation (SFA)
The corporation uses sales force automation tools to improve the efficiency of the sales process.
It enables the organization to monitor or report each stage of the sales process, as well as pay
close attention to each customer it serves. SFA software systems can also include data on regions,
opportunities, work flow automation, sales forecasts, and product knowledge.
2. Customer Service
Companies can use technologies in customer service to improve the level of service they can
provide consumers while both increasing reliability and lowering the expense of the service.
Comprehensive call centre technologies, such as computer telephone integration (CTI) and
intelligent call routing (ICR), are widely used here.

3. Marketing Automation
The technology of the marketing system helps the organization locate and target its best clients,
as well as identify leads for the sales staff to follow. The ability to monitor and quantify various
campaigns, including domains such as social media, direct mail, email, and search, is a powerful
feature of marketing. Deals, responses, revenue, and leads are among the data that marketing
keeps track of.

4. Analytics Automation
Analytics systems are often combined with applications for service, distribution, and marketing.
The goal of sales analysis is to help businesses get a better understanding of why customers
behave the way they do and hold the preferences they do.

5. Small Business
Individuals and companies may use small business solutions to track and record transactions such
as jobs, emails, faxes, documents, and scheduling. Small business tools are typically focused on
account management. To meet their business needs, small businesses are increasingly moving to
online solutions, especially for employees who travel and connect.

3
www.gradeup.co

6. Integrated and Collaborative Practices

Interaction and collaboration between agencies within organizations and enterprises are
referred to as integrated and collaborative processes. The aim is to improve levels of teamwork
among various departments such as marketing, sales, and service. Technology is used in
collaborative structures to bridge distances between departments.

7. Non Profit Organisations

Non-profit organizations are used to keep track of constituents and the measures they take for
the organization itself. Typical aspects of such programs include the ability to track things like
fund-raising membership levels, volunteer demographics, and interactions with target
individuals.

4
www.gradeup.co