How has technology affected Customer Relationship Management

How has technology affected Customer Relationship Management? As a manager of a small business name and describe the technology that you would use to stay in contact with your customers (without you spending all day in front of the computer sending out multiple emails!)

Solution

CRM (Customer relationship management) has been helping several business functions by providing services and products that customers require, providing a better customer service, cross-selling and up selling more effectively, closing deals, and retain current customers and understand who the customer is.

Technology and the Web has changed the way companies approach CRM strategies because advances in technology have also changed consumer buying behavior and offers new ways for companies to communicate with customers and collect data about them. With each new advance in technology - especially the proliferation of self-service channels like the Web and smartphones- customer relationships is being managed electronically. Businesses use CRM to personalize online experiences through tools such as help-desk software, email organizers and different types of enterprise applications.

The downside to an aggressive CRM strategy is customers may think you know too much about them. I am personally bugged by how Ebay sends me email about products I may want to purchase. It’s rarely anything I’m interested in, and I’ll do my own shopping, thank you. I find Amazon’s approach of listing products other customers viewed before making a similar purchase. I’ve actually saved myself some money from that. The other downside would be having detailed information about me on a company computer which might not be secure from hackers.