Still on the definition of CRM or Customer Relationship Management, there is no consensus. Many companies in the information technology, CRM or customer relationship management as a set of software or services knows that marketing automation, sales and service support. CRM with this definition, largely in the area of ​​technology approaches.

Another activist in the area of ​​management, insist that CRM approach with an emphasis on creating, maintaining and developing and deepening the relationship with our customers and in this view, may be used or technologies. There are even books in the field of CRM for customer relationship management emphasis on aspects of management, any serious reference to the use of technology in this area have left. They defined the history of CRM and Customer Relationship Management with Peter Drucker’s words begin: The goal of any business is to create and keep a customer.

This kind of debate is so serious that many books in the field of customer relationship management, to emphasize the moderate, such titles are used in their description: CRM – A Balanced Approach or customer relationship management to take a balanced and At the same time pay attention to aspects of management and technological aspects.

Let some of the most common definitions of customer relationship management or CRM with the review:

Thomas Seibel I have already mentioned, he said:

Customer relationship management, ways to detect and identify customers, attract and retain them.

Microsoft technology has arrived in its definition and explained a little taste:

Customer relationship management, or CRM, software that aimed to sales and marketing automation activities as well as activities related to the sales and service management within an organization is used.

The research giant Gartner field of information technology, CRM is absolutely independent of the platform and is defined as follows:

CRM or Customer Relationship Management is a grand strategy for all businesses that aim to optimize profitability, revenue and customer satisfaction and is used to accomplish these aims, all business activities organized around different groups of customers and seeks to create and develop business behaviors that ultimately lead to more satisfied customers.

CIO site content and customer relationship management technology Mfalat in areas known to be Baznshr in various media, customer relationship management or CRM is defined as follows:

Customer relationship management or CRM is a strategy to better understand customers’ needs and behaviors aimed at developing and strengthening relations with them.

Salesforce now almost the same as the definition suggests:

Customer Relationship Management or CRM is a strategy to manage all the relationships and interactions with potential customers and existing customers is a company and help increase business profitability.

Francis bottle of academic leaders in the field of customer relationship management, instead of debating definitions of CRM site that is interesting and informative read them together:

CRM is not a clear definition. Anyone who has defined it in a way. What is CRM stands for either full certainty even over there and some people know it stands for Customer Relationship Marketing. But what is more important is that customer relationship management is considered in four different forms: strategic, operational, analytical and interactive.

Strategic look to customer relationship management, CRM is a business strategy, and is pivotal in attracting profitable business customers and keep them for us.

Operating look at customer relationship management, a process that is linked to a customer, using software systems, automated tools equipment. Marketing, sales and customer service, including this process.

The analytical approach to customer relationship management, CRM tools for intelligent data analysis and customer information by strategic and operational objectives.

Interactive look at customer relationship management, CRM technology to manage the boundaries of the organization, in conjunction with the client or other business partners, and any kind of data and information that crosses the boundaries of the organization is being managed by the system. Its purpose is to create value for customers and partners of the organization.

Because we have always tried not to get caught in the quagmire of definitions and terms, after this lesson after lesson, trying to define the scope of CRM and customer relationship management to develop and implement CRM to pass on practical solutions in organizations our attention. It is also possible to try to look at any of the four above, not limited.