One important aspect of the CRM

approach is the systems of CRM that

compile data from a range of
different communication channels,
including a company's website,
telephone, email, live chat, marketing
materials, and more recently, social
media.
Customer Benefits :
• Customized products and services
• Improved customer service efficiency and effectiveness
• Enhanced sales force efficiency and effectiveness
• Improved pricing
•Connect customers and all channels on a single
platform. 
Components of CRM
1. Sales force automation
2. Human resource management
3. Lead management
4. Customer services
5. Anlytics
6. Workflow automation
Importance of CRM
•Better service to customers
•Increase and improvement in long term relationship
•Building and maintaining corporate image
•Increase in coustmer equity
•Reduction in customer defection rate
Purpose of CRM
•The focus is on creating value for the customer
and the company over the long term
•When customer value customer service that
they receive from the suppliers,they are less
likely to look to alternative suppliers for their
need.
Example of CRM
Munchery is a small business that provides a delicious
alternative to standard food delivery. High-quality meals
created by talented chefs are delivered directly to a
customer’s home, office, or any other location.By supplying
customers with food that was ready to eat, whenever and
wherever a customer was in the mood, Munchery soon
discovered that managing their growing number of repeat
customers while also catering to new ones was becoming
overwhelming. A CRM solution that involved an integrated
proprietary app used by their drivers made it possible for last
minute order changes to be implemented at a moment’s
notice, resulting in happier customers and better returns.