EBI Publications

Financial Infos Issue ( 19 ) different definitions and implementations of CRM. However, different authors agree that customer relationship management is an important strategy in managing customers, as it focuses on understanding customers as individuals instead of as part of a group. CRM is defined as a process of acquiring new customers, retaining the existent customers, and at the same time understanding, anticipating and managing the needs of an organization’s current and potential customers. Customer Relationship Management (CRM) Definition: In reply to increasing competitiveness in the global market, businesses are looking for means to manage their relations with customers more effectively over time. Consequently, customer relationship management (CRM) has become a central part of most businesses and many organizations are implementing CRM systems. Customer relationship Management (CRM) appears to be a simple and straight forward concept, but there are many