Salesforce CRM (Customer Relationship Management)

Introduction : SalesForce CRM

What is CRM ?????

There can be multiple definitions of CRM from different perspectives −

• From the viewpoint of the Management, CRM can be defined as an organized approach of developing, managing, and maintaining a profitable relationship with customers.

• As per Franics Buttle, World’s first professor of CRM, it is the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to a target customer at profit. It is grounded on high quality customer data and information technology.

The primary goal of CRM is to increase customer loyalty and in turn improve business profitability.

Customer Relationship Management (CRM) in a very broad way can be defined as the efforts made towards creating, developing, and maintaining a healthy and long-lasting relationship with the customers using technology.

Take a look at the following illustration. It shows the ingredients that work together to form a successful CRM system.