Customer relationship management (CRM) is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes - principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.http://en.wikipedia.org/wiki/Customer_relationship_management - cite_note-dest1-2  Measuring and valuing customer relationships is critical to implementing this strategy.  Customer  relationship management (CRM is a business philosophy which provides a vison for the way a company wants to deal with its customers. To deliver this vison, they need a CRM strategy which gives shape to its sales, marketing, customer service and data analysis activities. For most companies, the aim of CRM strategy is to maximize profitable relationships with customers by increasing the value of the relationship for both the vendor and the customer.

TABLE OF CONTENTS

Title page

Certification

Dedication

Acknowledgement

Abstract

Table of contents 

CHAPTER ONE

Introduction

CHAPTER TWO

CHAPTER THREE

Methodology for fact finding and detailed discussion of the subject matter

CHAPTER FOUR

The future, implications and challenges of the subject matter for the society.

CHAPTER FIVE

Summary, recommendation and conclusion

References