Centre for Open ICT Policy Analysis

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Customer Relationship Management (CRM)

CRM uses IT to create a cross-functional enterprise system that integrates and automates many of the customer serving processes in sales, marketing and product services. It also creates an IT framework that integrates all of these processes with the rest of a company’s business operations. CRM systems consist of a family of software modules that perform business activities involved in such front office processes.

Our CRM policy focuses on the following Three phases of CRM

Customer Life Cycle: Acquisition, enhancement, and Retention of Customers

CRM Function Solutions: Direct Marketing, Cross-sell and Up-sell, Proactive Service; Sales Force Automation, and Customer support

CRM Integrated Solution: The Internet, Database, Partners, Company and Customer integration using data collectors such as Fax, e-mail, web, telephone
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