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Customer Relationship Management Can Transform the Small Business Sales Model

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Customer Relationship Management Can Transform the Small Business Sales Model
ARTICLE TITLE: Customer Relationship Management Can Transform the Small Business Sales Model

RELEVANT TOPIC: Researching Customer Needs

1.0 INTRODUCTION
In this modern world of science and technologies nowadays, companies in Malaysia may no longer be able to survive without prioritising customers. Regardless of the companies’ type, they are by no means should put customer as their king. The secret of winning customer heart is by managing relationship with them. Evans and Lindsay (2008) have introduced several aspect of customer relationship management for companies to follow. Among which are: being accessible and show commitment, develop customer contact employees, set customer contact requirements, enhance partnership and alliances and exploiting customer relationship technology.
CRM, or Customer Relationship Management, is a way for businesses to find potential customers. While the first time term of CRM were used in the 1980s, it wasn 't until the 2000s that it really began to shine. CRM software helps businesses identify and categorize existing customers. This allows them to see the specific demographics their products appeal to, in turn allowing them to market their products more effectively.
Hence, in the context of exploiting customer relationship technology, technology is the key of customer relationship management (CRM) software or application, which is designed to help companies or organizations increase customer loyalty, target their most profitable customers and streamline customer process.
BACKGROUND/OBJECTIVES
Before CRM, businesses did very little to retain customers after the purchase. Many companies, especially larger ones, didn 't feel any need to cater to the customers. Executives and higher-ups had the mentality that they could easily replace their customers. Though this may have been partially true in the past, upon entering the Information Age, everything changed. Beginning in the 1980 's, customers began to become more aware of


References: 1. Evans, J.R. and Lindsay W. M. (2008), The Management and Control of Quality: Eighth Edition, Canada: South-Western. 2. CMS Wire.Com. Customer Relationship Management Can Transform the Small Business Sales Model Retrieved May 21,2013 from http://www.cmswire.com/cms/customer-experience/customer-relationship-management-can-transform-the-small-business-sales-model-020099.php 3. CRM Application. Retrieved May 21, 2013 from http://www.crmapp.com/crmapp.html 4. 10 Hot Google CRM Apps. Retrieved May 21, 2013 from http://www.itbusinessedge.com/slideshows/show.aspx?c=87328&slide=5 5. CRM and Project Management. Easy. Powerful. Affordable. Retrieved May 21, 2013 from http://www.insightly.com/
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