Customer Relationship Management (CRM) is:
“The identification, acquisition, retention and development of profitable customers through the focused strategy of effective and efficient customer relationship over the lifetime of the relationship. Not a concept, but is a paradigm shift for enterprises – a way of life aimed at embracing customer and making them the partner in enterprise growth and achievement of profitability.”

Current Study Shows :
The role and impact of customers management should become a strategic initiative for the enterprises

• It cost 6 times more to sell to a new customer than to sell to an existing one
• A typical dissatisfied customer will tell eight to ten people about the experience
• 70% of complaining customer will do the business with the company again if it quickly takes care of a service issue
• A company can boost its profits until 85% by creating its annual customer retention by 5%
• The odds of selling a product to a new customer is 15% whereas the odds of selling a product to an existing customers are 50%
  

CRM range of Activities

CRM : Identification
“Customer identification is the first step towards building a healthy and profitable relationship. Therefore, the quality and the integration of customer information into company strategy must be done with the utmost care.”

CRM : Acquisition
“Establishing one to one relationship with customers through various channel and create a compelling customer value proposition that emphasizes the unique value added solutions towards the profitable customers.”

CRM : Retain & Develop
“Reward your long term and most valuable customers with timed and carefully executed contact through corporate contact center. Ciptamaya provides the service of setting-up contact center from consulting, implementing or total outsourcing.”
20% of your customers contribute 80% of the total revenue