Customer Relationship Management!!

Customer relationship management (CRM) is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer, vendor, partner, and internal process information.
The latest CRM should incorporate features that extend the CRM functionality beyond sales, marketing, and customer support.

There are three aspects of CRM which can each be implemented in isolation from each other:

• Operational - automation of customer processes that offers support to a company’s sales or service representative
• Collaborative - the program communicates to customers without a company’s sales or service representative (self service)
• Analytical - analysis of customer information for multiple purposes

A typical CRM system is subdivided into three basic sub modules:

1. Marketing
2. Sales
3. Service

I have been involved in a CRM programme. This CRM programme was conducted by HOAS housing agency here in Finland.
This programme was mainly carried out by the housing company to see if consumers or its customers are satisfied with the way things are managed in the agency and if not, give suggestions for amendments and improvements for against the near future.
The agency sent emails to its tenants, with a list of questions and answers from which the client is then to chose the suitable answer for the questions and if need be, provide and alternative answer to the questions.

Technology can be used in retaining by sending consumers emails to find out how they used their products (if consumers bought goods on line or provided email address) and if they need directives or guidance in a way as regards the product,
Technology can also be used in that, consumers are sent SMS messages are regards sales and latest development of the company products,
The company can also make available sweeps stakes for consumer to enable them win free gifts or gift cards or even free trips.