Information Technology

Costumer Relationship Management

IT - CRM

• ITCRM is the abbreviation for Information Technology customer relationship management. It entails all aspects of interaction that an organization has with its customer (client/User), whether it is service-related. ITCRM is often thought of as a business strategy that enables businesses to:– Understand the customer– Retain customers through better customer experience– Improve Processes

Cont. IT - CRM

• Customer relationship management solutions provides the organization with business data to help improve services or products that the customers/users want– Improving customer service– User buyout and accountability more effectively– Understand who the customer is.

Cont. IT - CRM

• Technology and the Web has changed the way organizations approach ITCRM strategies

• Technology have also changed consumer behavior • Offers new ways for organizations

– to communicate with customers/users – Collect data about them.

• New advance in technology – Web – smartphones

• customer relationships are managed electronically.

Cont. IT - CRM

• Focuses on the people aspect.• Utilizes Decision Support Services to improve – Processes– Relationships (Vendor/Costumer/User)– Education

****Personal opinion IT CRM should be a implemented in organizations as a program part of the IT Research and education department.*****