Chapter 2. CRM Basics
In this chapter
CRM is a Business Strategy
Effects of E-business and Evolving Capabilities
Microsoft's CRM Product
Interacting with CRM Systems
Summary
Customer Relationship Management (CRM) is all about finding, acquiring, and retaining the best, most profitable customers. CRM systems offer the automated means of managing your customer, both on the Web and through traditional channels. In the corporate setting, CRM is now a mature, mainstream discipline comprising Customer Service and Support (CSS), Sales Force Automation (SFA), and Marketing Automation (MA), each of which offers its own subset of specializations, value propositions, and challenges.
CRM as a strategy places the customer at the center of a business. When properly ...
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