Strategy and Customer Relationship Management

CRM sometimes considers as only information technology because of availability of quite a good number of software packages in the market. But, CRM is not only a technology, rather, a holistic approach of an organization for dealing along with its customers. This involves processes and policies, front-of-house customer service, employee training, marketing, systems and information management. Because of this all encompassing features, CRM is now considered as a strategy to build a long lasting relationship along with customers by the extensive usage of information technology.