Basic Information Concepts
- MIS - Information Need & Objective
- MIS - Quality of Information
- MIS - Classification of Information
- MIS - Basic Information Concepts
Major Enterprise Applications
- MIS - Supply Chain Management
- MIS - Business Continuity Planning
- Enterprise Application Integration
- MIS - Business Intelligence System
- MIS - Executive Support System
- MIS - Content Management System
- Knowledge Management System
- MIS - Decision Support System
- MIS - Customer Relationship Mgmt
- MIS - Enterprise Resource Planning
- MIS - Introduction
- MIS - Major Enterprise Applications
MIS Advanced Concepts
- MIS - Summary
- MIS - Security and Ethical Issues
- MIS - Managerial Decision Making
- MIS - Development Process
- MIS - System Development Life Cycle
- MIS - Business Objectives of MIS
MIS Useful Resources
Selected Reading
- Who is Who
- Computer Glossary
- HR Interview Questions
- Effective Resume Writing
- Questions and Answers
- UPSC IAS Exams Notes
MIS - Customer Relationship Management
CRM is an enterprise apppcation module that manages a company s interactions with current and future customers by organizing and coordinating, sales and marketing, and providing better customer services along with technical support.
Atul Parvatiyar and Jagdish N. Sheth provide an excellent definition for customer relationship management in their work titled - Customer Relationship Management: Emerging Practice, Process, and Discippne −
Customer Relationship Management is a comprehensive strategy and process of acquiring, retaining, and partnering with selective customers to create superior value for the company and the customer. It involves the integration of marketing, sales, customer service, and the supply-chain functions of the organization to achieve greater efficiencies and effectiveness in depvering customer value.
Why CRM?
To keep track of all present and future customers.
To identify and target the best customers.
To let the customers know about the existing as well as the new products and services.
To provide real-time and personapzed services based on the needs and habits of the existing customers.
To provide superior service and consistent customer experience.
To implement a feedback system.
Scope of CRM
Advantages of CRM
Provides better customer service and increases customer revenues.
Discovers new customers.
Cross-sells and up-sells products more effectively.
Helps sales staff to close deals faster.
Makes call centers more efficient.
Simppfies marketing and sales processes.
Disadvantages of CRM
Some times record loss is a major problem.
Overhead costs.
Giving training to employees is an issue in small organizations.