Customer Relationship Management is part of a business strategy and philosophy where constant customer contact and satisfaction is a key value. It is about obtaining as much information about customer behaviour and needs as possible to establish closer relations with them. CRM allows the handling of the entire customer relations and supports decisions in this field. It is of particular importance in case of collaborating with multiple customers via multiple, changing salespeople enabling monitoring the work on a new client as well as cooperation with the already existing ones.
It may be an independent system or an overlay on an ERP type bundle. CRM software can work with its own database and can be shared via a website. It usually consists of financial management, price list and catalogue operation, monitoring payments etc.
It is crucial to ensure system uniformity in all processes from sale through servicing. Based on the information gathered it is possible to combine relevant statistics used at product list creation.
