Customer Relationship Management is described as the practices which are used by organizations to improve the business relationships between them and the consumer (Wang, & Feng, 2012). These methods are generated towards the growth of the organization as well as the generation of more sales for the organization.
I believe that Customer relationship management main goal is to communicate effectively with the client. If the organization communicates efficiently with the consumer, telling him or her the services that it will offer, then the consumer is more likely to purchase the good or service (Wang, & Feng, 2012). I can also argue that CRM uses heuristics in making sure that it knows what the consumer wants. By using this method, the organization can know whether or not the consumer is satisfied with the goods produced by the organization.
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Of all the methods that I have come across, CRM is the best method that deals with the customers’ needs as well as catering for the growth of the company (Wang, & Feng, 2012). CRM strengthens the relationship between the organization and the customer by sending its older customers messages of offers. By doing this, the organization will be better placed at convincing its customers to purchase a certain good or service (Wang, & Feng, 2012).
CRM enables the organization to sell more products. It concentrates on the specific needs of the customer, providing them so that the company concerned can sell more of its products (Wang, & Feng, 2012). CRM is important because it enables the organization make targeted advertisements and thereby succeed in targeting a certain group of consumers. An organization may use different methods to target different consumers. For those who cannot afford expensive products, the company gives offers to these specific customers on the goods and services it provides.
CRM enables the company to learn about the customer’s needs knowing their preferences. By adopting this method, companies can make more sales since they attract more customers and also retain their old customer base.
- Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement, antecedents and consequences. Management Decision, 50(1), 115-129.
