Advantages of the concept of customer relationship management (CRM) in chosen business areas

Abstract

CRM (Customer Relationship Management) is a concept that is constantly growing thanks to the changes in management, strategic business planning and personalized customer service. While operating, organizations collect large amounts of customer information that needs to be analyzed to provide detailed insight into customer behavior. CRM strategy enables organizations numerous benefits: making appropriate business decisions and monitoring activities at all levels, lower costs, better service, increased customer satisfaction, creating loyalty etc. This paper describes the use of CRM strategies in several different industries. This business strategy can be applied within any organization regardless of its size. Large and small organizations today, assess the quality of customer service, customer loyalty, identify customers who are less sensitive to price changes and recognize that attracting new customers is more expensive than retaining existing ones with optimal use of resources of each organization.

Keywords

• customer relationship management
• hotel industry
• agriculture
• banking
• insurance
• education
• healthcare