Caprivi Consultancy

Customer Relations Management [CRM] 

CRM involves a company in forming a long-term  business relationship with its customers for mutual benefit. The essential aim  of CRM is to improve customer service without harming company profitability.
Typically, information technology is used to obtain and analyse information on  customer behaviour. Such an analysis might result in various actions, such as  improving the products and services offered to customers. (Bocij P. et al, 2008)

Voice of the Customer = A planning technique used to provide products, services and results that truly reflect customer requirements by translating those customer requirements into appropriate technical requirements for each phase of project product development. (A Guide to the Project Management Body of Knowledge – PMBOK, 2008)

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CRM

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CRM – Tools

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See Also Blog; CRM

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