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Customer Relationship Management (CRM): A Technology ...

14 Volume IVMarch 2012 SIBM15 Volume IVMarch 2012 SIBMC ustomer Relationship Management (CRM):A Technology Driven ToolDr. Mallika SrivastavaAssistant Professor, SIBM, PuneE-mail : Relationship Management (CRM) is a Management approach that seeks to create, develop and enhance relationships with carefully targeted customers in order to maximize Customer value, corporate profitability and thus shareholders value. Managing Relationship with the customers has been of importance since last many centuries, but with invent of information Technology a new discipline in name of CRM has emerged. The CRM is primarily concerned with utilizing information Technology to implement Relationship marketing strategies.

Customer Service Helpdesk :These applications help the company in automating the customer support processes, which enable it to deliver high quality service to their customers. Such software helps in logging the information about customers, enquiries, and suggestions, etc. It also helps in directing these queries to appropriate

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