CRM

CRM

We can understand the CRM in different ways: the classical CRM and Social CRM.

CRM as a management model

According to Peppers and Rogers, "a company that goes out to your customers is a company that uses the information to gain a competitive advantage and achieve growth and profitability. In its most general form, CRM can be considered a set of practices designed simply to put a company in a much closer contact with their customers. Thus, learn more about each, with the broader goal of everyone to be more valuable by increasing the value of the company"

We found three modules in CRM:

• Sales Module: focuses on the sales department, especially in managing and implementing the pre- sale process.

• Service module: manages service orders, service contracts, service management Planning, etc.

• Module Marketing: focuses on the functions related to the short-term implementation of the activities related to long-term trading within a company.

Main objectives of the CRM:

• Find, attract and win new customers.

• Retaining existing customers of a company.

• Attracting former clients.

• Reduce costs of marketing and customer service.