One of the most challenging question I've come across in my profession as a CRM Consultant is being asked what CRM is. (This blog post not being shared with my manager!!!). Really, tell me how differently can I explain what is Customer Relationship Management about? CRM is essentially just that. It is Customer Relationship Management or Managing Customer Relationships or Relationship Management with Customers!!! I have not come across a acronym that so beautifully and completely explains itself. If I was asked what is ERP, then well that is understandable that Enterprise Resource Planning does not really cling a thought and many will need a more descriptive analogy to ERP. One of the major reasons I believe this question crops up, is, for many CRM has become synonymous with technology. CRM is that über-cool software or a mystical tool that will manage the customer relationships and build on customer loyalty whilst the service provider keeps treating the customers like sla...
Customer Service is quirky, a Pandora's box and outsourced! Its the holy grail of business. Experiential writer, passionate about processes & a minimalist.