With CRM becoming an essential business practice, the days when vital customer and company data was stocked up securely in a cabinet under lock and key is gone.
With its versatile potential to drive business growth, Customer Relationship Management (CRM) software can be instrumental to turn around the IT retail business model and make it sustainable, while offering insights into potential growth areas.
While CRM in public sector seems to be in a very nascent form, key establishments like IRCTC, RTA and Municipal Corporations are leading the use of CRM in the public domain for quite some time now
The vast and dynamic BFSI segment has been implementing CRM techniques to reap the benefits. However, it has been a half-hearted effort where the significant results are yet to be observed, merely due to the lack of an integrated, holistic approach towards this software.
With the advent of newer technologies and concepts like software as a service (SAAS) and social media integrations, the scope of CRM has increased from a mere customer database to a 360 view of customer interactions from various channels including but not limited to telephony, chat, emails, customer portals and mobile apps
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