Customer relationship management technology

Understanding customer relationship management (CRM): People, process and technology

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company’s customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer-centric processes. Companies that successfu...

Customer relationship management technology A commodity or distinguishing factor?

CRM has changed the way companies handle customer enquiries, advertise and sell their products or manage the entire relationship with their customers. As the power of CRM technology has expanded, companies have come to view it as a resource ever more critical to their success in customer management. CRM technology has delivered great benefits to some firms, even propelling a few into positions ...

KLM’s Customer Relationship Management

Customer relationship management

Customer Relationship Management