A). what is CRM?
Customer relationship management involves strategies, practices and use of technology to make communication with the customers in order to establish an effective relationship with them. CRM is practiced by the organizations with an intention of maintaining the effective business relationship with customers, and motivating the customers for the sales progression (Payne & Frow, 2013). Essential components of customer relationship management are customer services, human resource management, workflow automation, analytics, business reporting, sales force automation, business reporting, marketing and lead management.
CRM’s prime function is to collect the data related to customers from the different channels such as find the way of contact between the customers and company. Contact from customers can be done through a telephone number, social media, emails and live chats ( Chee & Franklin, 2010). Through an effective customer relationship management, customer’s details can be acquired along with their purchasing history and their buying preferences.