Wikipedia: History of Customer relationship management

Difference (from prior major revision) (minor diff, author diff)

Changed: 1c1,3

In information technology, CRM stands for customer relationship management. CRM software solutions are often also known as [front office]? solutions. The basic purpose of CRM is to enable a company to better serve it's customers through the introduction of automated processes, information gathering and processing, and self-service. Many call centers use CRM software to store all of their customer's details on. When a customer calls, the system can be used to retrieve and store information relevant to the customer. By serving the customer quickly and efficiently, and also keeping all information on a customer in one place, a company aims to make cost savings, and also encourage new customers.

The basic purpose of customer relationship management (CRM) is to enable a company to better serve its customers through the introduction of automated processes, information gathering and processing, and self-service.

CRM software solutions are often also known as [front office]? solutions. Many call centers use CRM software to store all of their customer's details on. When a customer calls, the system can be used to retrieve and store information relevant to the customer. By serving the customer quickly and efficiently, and also keeping all information on a customer in one place, a company aims to make cost savings, and also encourage new customers.

Changed: 7,10c9,12

*scalability - the ability to be used on a large scale, and to be reliably expanded to what ever scale is necessary.
*multiple communication channels - the ability to interface with users via many different devices (phone, WAP, internet, etc)
*workflow - the ability to automatically route work through the system to different people based on a set of rules.
*database - the centralised storage of all information relevant to customer interaction

* scalability - the ability to be used on a large scale, and to be reliably expanded to what ever scale is necessary.
* multiple communication channels - the ability to interface with users via many different devices (phone, WAP, internet, etc)
* workflow - the ability to automatically route work through the system to different people based on a set of rules.
* database - the centralised storage of all information relevant to customer interaction

	Revision 4 . . (edit) December 17, 2001 12:55 am by Matthew Woodcraft [Remove feral apostrophe]
	Revision 3 . . December 17, 2001 12:34 am by Ap [copyedit]
	Revision 2 . . November 2, 2001 12:54 am by (logged).153.190.xxx