Jim Berkowitz of CRM Mastery E-Journal shares with us his definition of CRM:
"CRM is an ongoing process of managing customer relationships using a synergistic blend of people (their behavior), business processes and technology that, if well managed, will allow an enterprise to continuously and measurably improve their ability to get, keep and grow profitable customers."
My thoughts are that CRM is a medium used to HELP reps provide good service. Simply having a CRM system put in place is not necessarily going to automatically improve your relationship with customers. As I've said here before, CRM is not is not enough to increase customer satisfaction. If your employees are not properly trained in your CRM initiatives, you are simply wasting valuable time and money.
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