CRM Framework

There exist several ways to view CRM framework. Therefore, an operational strategic framework is more relevant to apply CRM in power/electricity business systems. From the customer's perspective, CRM should give an affordable, reliable and responsive service. From the corporate perspective, CRM is a balancing act-managing frequent increasing expectation of customers although delivering value in line along with what is profitable for the corporation. For the fulfillment of these goals, it is imperative to needs and organizes information regarding all concerned stakeholders. Processes used to deliver various types of services are needed to be redesigned or improved upon. All these aspects are integrated in a framework as display in Figure.

Figure: CRM Framework

CRM system has two wide functions block, i.e. customer data management and customer service management.