Consumer relationship systems (CRS) are specialized
customer relationship management
Customer relationship management (CRM) is a process in which a business or other organization administers its interactions with customers, typically using data analysis to study large amounts of information.
CRM systems compile data from a ra ...
(CRM)
software
Software is a set of computer programs and associated documentation and data. This is in contrast to hardware, from which the system is built and which actually performs the work.
At the lowest programming level, executable code consists ...
applications that are used to handle a company's dealings with its customers.
[ICMI Customer Management Insight Magazine, September 2007, pp 44–50](_blank)
Retrieved 11 January 2012
Current consumer relationship systems integrate the
software
Software is a set of computer programs and associated documentation and data. This is in contrast to hardware, from which the system is built and which actually performs the work.
At the lowest programming level, executable code consists ...
with telephone and call recording systems as well as with corporate systems for input and reporting. Customers can provide input from the company's website directly into the CRS. These systems are popular because they can deliver the 'voice of the consumer' that contributes to product quality improvement and that ultimately increases corporate profits.
Consumer relationship systems that provide automated support as well as advanced systems may have
artificial intelligence
Artificial intelligence (AI) is intelligence—perceiving, synthesizing, and inferring information—demonstrated by machines, as opposed to intelligence displayed by animals and humans. Example tasks in which this is done include speech re ...
(AI) interfaces that can extract and analyse
data
In the pursuit of knowledge, data (; ) is a collection of discrete values that convey information, describing quantity, quality, fact, statistics, other basic units of meaning, or simply sequences of symbols that may be further interpreted ...
collected, or handle basic questions and complaints.
History
The first CRS was developed in the 1980s. In 1981 Michael Wilke and Robert Thornton founded Wilke/Thornton, Inc in
Columbus, Ohio
Columbus () is the state capital and the most populous city in the U.S. state of Ohio. With a 2020 census population of 905,748, it is the 14th-most populous city in the U.S., the second-most populous city in the Midwest, after Chicago, and t ...
, to develop new CRS software.
Wilke/Thornton, Inc Products
Retrieved 11 January 2012
See also
* ECRM
The eCRM or electronic customer relationship management coined by Oscar Gomes encompasses all standard CRM functions with the use of the net environment i.e., intranet, extranet and internet. Electronic CRM concerns all forms of managing relations ...
* Business intelligence
Business intelligence (BI) comprises the strategies and technologies used by enterprises for the data analysis and management of business information. Common functions of business intelligence technologies include reporting, online analytical pr ...
* Clienteling Clienteling is a technique used by retail sales associates to establish long-term relationships with key customers based on data about their preferences, behaviors and purchases. Clienteling is intended to guide associates to provide more personal a ...
* Customer experience
Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described the ...
* Customer intelligence
Customer intelligence (CI) as part of business intelligence is the process of gathering and analyzing information regarding customers, and their details and activities, to build deeper and more effective customer relationships and improve decisi ...
* Customer service
Customer service is the assistance and advice provided by a company to those people who buy or use its products or services. Each industry requires different levels of customer service, but in the end, the idea of a well-performed service is that ...
– contains ISO standards
* Customer value maximization
Customer value maximization (CVM) is a real-time service model that, proponents say, goes beyond basic customer relationship management (CRM) capabilities, identifying and capturing maximum potential from prospects and existing customers.
Custome ...
* Enterprise relationship management Enterprise relationship management or ERM is a business method in relationship management.
See also
* Enterprise feedback management (EFM)
* Business relationship management (BRM)
* Enterprise planning systems
References Primary sources
*
* Inmo ...
(ERM)
* Sales force management system
Salesforce management systems (also ''sales force automation systems'' (SFA)) are information systems used in customer relationship management (CRM) marketing and management that help automate some sales and sales force management functions. The ...
* Sales process engineering
Sales process engineering is intended to design better ways of selling and make salespeople's efforts more productive. It has been described as "the systematic application of scientific and mathematical principles to achieve the practical goals ...
References
{{reflist
Business intelligence
Data management