Volume : VII, Issue : IV, April - 2017

DIGITAL MARKETING IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) : AN EMPLOYEE PERSPECTIVE

Ch. Balaraju

Abstract :

 Customer relationship management (CRM) is a concept for managing a company’s interactions with customers, clients, and sales prospects which can achieve financial institutions goal such as customer satisfaction. It involves using technology to organize, automate, and synchronize business processes. The objectives of CRM are to enhance profitability, income, and customer satisfaction. To attain CRM, many organizations use set of tools, technologies, and procedures to support the relationship with the customer to enhance sales. Therefore, CRM is an issue of strategic business and process rather that a technical one. Customer relationship management (CRM) is a concept for managing a company’s interactions with customers, clients, and sales prospects. Due to the tough competition in the banking industry in Jordan, it is very necessary for financial institutions to build and maintain a strong relationship with the customers in order to achieve the ultimate goal of customer satisfaction. The significance of customer satisfaction cannot be dismissed while happy customers are like free advertising for the financial institutions. It is necessary to put the customer at the centre of the business according to its strategies, events and processes. In fact, it is easier and more profitable to sell to present customers than to find new ones.  

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Article: Download PDF   DOI : 10.36106/ijar  

Cite This Article:

Ch.Balaraju, DIGITAL MARKETING IMPACT ON CUSTOMER RELATIONSHIP MANAGEMENT (CRM) : AN EMPLOYEE PERSPECTIVE, INDIAN JOURNAL OF APPLIED RESEARCH : Volume‾7 | Issue‾4 | April-2017

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