Customer relationship management (CRM)

Management information systems are used by companies to enhance and improve their decision making abilities by capturing information in a meaningful way.
How, in today's world of increasing need for quality information that determines our future decision making. can we use MIS to our advantages?
This research paper will focus on the issue, while examining the trends that are in the marketplace.

** There must be 5 academic references and 2 broader references.

** sources must be from North America


Customer Relationship Management

Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support.[1] The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.[2] Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.[3] Measuring and valuing customer relationships is critical to implementing this strategy.[4]

Benefits of CRM

A CRM system may be chosen because it is thought to provide the following advantages:[citation needed]

Quality and efficiency

Decrease in overall costs

Decision support

Enterprise agility

Customer Attention

[edit] Challenges

Successful development, implementation, use and support of customer relationship management systems can provide a significant advantage to the Contnue Reading...