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Customer Relationship Management Tools

Author

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  • Sorina- Andreea PUSCASU

    (The United Kingdom of Great Britain)

Abstract

Considering that Customer Relationship Management (CRM) is one of the most prominent contemporary trends in formation of companies reveals the importance of a customer-oriented company in the market. In this matter, various versions related to the intensity of this orientation are differentiated. The Customer relationship management (CRM) system is a well-known concept, and its implementation is being studied and improved in connection to various sectors. CRM is a process used by companies to understand their customer groups and anticipate customer needs. Information gathered through CRM programs often generates solutions to problems outside a company’s marketing functions, such as supply chain management and new product development. This study tries to outline an overview of what tools can be used in to manage and build a good customer relationship and highlights the importance of using the correct tool in relation with the clients because depends on culture, values, norms, etc.

Suggested Citation

  • Sorina- Andreea PUSCASU, 2015. "Customer Relationship Management Tools," Proceedings of the 9-th International Conference on Knowledge Management: Projects, Systems and Technologies, Bucharest, November 26-27, 2015. 2, Faculty of Economic Cybernetics, Statistics and Informatics, Academy of Economic Studies from Bucharest and "Carol I-st" National Defence University, Department for Management of the Defence Resources and Education.
    • Handle: RePEc:rom:km2015:2
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    Keywords

    CRM; tools; building;
    All these keywords.

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