CRM and the Social Media platform. By Shabana Reddy Relationship management is entering a 21st-century renaissance. Business is recognizing the value of the human connection. In our business lives, just as in our personal lives, we appreciate and need authentic and relevant connections more than ever. Social media has reawakened us all to these values. Our culture of “social networks” is changing our expectations about the people and companies we engage with. Customers don’t want to be “acquired;” they don’t want to be “managed.” ... Read more

What is CRM? By Mark Annett. CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability. If customer relationships are the heart of business success, then CRM is the valve that pumps a company's life blood. CRM can brings together information from all data sources within the organisation, as well as from outside if needed, to give one, holistic view of each customer in real time. This allows customer-facing employees, mainly in such areas as sales, marketing ... Read more