Guides -- CRM
Customer Relationship Management (CRM) is a comprehensive set of processes and technologies for managing the relationships with potential and current customers and business partners across marketing, sales and service regardless of the communications channel.
The goal of CRM is to optimize customer and partner satisfaction, revenue and business efficiency by building the strongest possible relationships at an organizational level.
Successful CRM requires a holistic approach to every relationship, with the entire organization sharing and contributing to that view.1
For additional information, see Wikipedia's definition of CRM.
This Guide contains six sections:
- The Evolution of CRM
- Web Sites
- Journals
- Books - including case studies
- Market Research Reports
1Greenberg, Paul. CRM at the
Speed of Light. Berkeley:Osborne/McGraw-Hill,2001.
