The industry is now evolving to be customer centric, they are becoming more and more active participants in the entire process. Their inputs and feedback is taken and incorporated. Hence the involvement is not only at the time of gathering the initial requirements as it used to be earlier. CRM is a strategic implementation of this approach, being practiced company-with CRM. The idea behind conception of CRM tools was to:
- Maximize the return on investment and achieve customer’s satisfaction
- Strengthen the bond of trust with them- the ultimate goal of a business. Understanding their psyche and preferences becomes really important.
- Reduce the number of competitive threats to the business to the maximum possible extent.