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

“Integration of customer information, quickly build prospect database and further assist new customer acquisition.”

CRM : Acquisition

“Establish one to one relationship with customers through various channel and create a company profile that emphasized the unique value added propositions toward customers.”

CRM : Retain & Develop

“Reward long term and most valuable customers with better terms, setting-up contact center from consulting, implementing or totally outsourcing.”