... and importance of CRM varies from industry to industry but this report covers the business as a whole and not industry specific. Background With the hyper growth in the production the markets were saturating and competition was getting fierce, businesses had to look for a different avenue to retain their customers and markets. The market has changed to a buyer's place from an earlier seller's market making customer the main focus across businesses, in order to overcome these challenges businesses had to develop a system called CRM(Customer Relationship Management) TYPE ANNUAL EMPLOYMENT SURVEY IN GOGLE What is CRM There are many definitions of customer relationship management (CRM) but in broad terms CRM is defined as an all-embracing approach, which seamlessly integrates sales, customer service, marketing, field support and other functions that touch customers 'activities an enterprise performs to identify, select, acquire, develop, and retain increasingly loyal and profitable customers'. (Source: Galbreath, J. (1998) 'Relationship management ...

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