International Journal of Science and Research (IJSR)

International Journal of Science and Research (IJSR)
Call for Papers | Fully Refereed | Open Access | Double Blind Peer Reviewed

ISSN: 2319-7064


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Informative Article | Science and Technology | India | Volume 8 Issue 12, December 2019


Exploring the Role, Benefits, and Selection Criteria for a CRM System

Narayana Challa [4]


Abstract: In the dynamic business landscape, Customer Relationship Management (CRM) systems play a pivotal role, serving as essential tools to navigate complex customer engagement dynamics. This study delves into the critical functions, numerous advantages, and key selection criteria of CRM systems. It explores how these systems represent more than just technological solutions, marking a paradigm shift in approaching customer interactions. At the core, CRM systems act as nerve centers, collecting, organizing, and analyzing customer data in an era where data is a strategic asset. This centralized repository enables organizations to tailor interactions, fostering personalized and responsive approaches. The study highlights the transformative impact of CRM implementation, streamlining communication channels, enhancing marketing strategies, and optimizing sales processes for sustained organizational growth. The selection of the right CRM system becomes a strategic decision resonating across the organization, involving factors such as compatibility, scalability, user - friendliness, and customization capabilities. The study offers practical insights into the role of cloud - based solutions and integration capabilities, providing a comprehensive guide for informed decision - making. Addressing potential implementation challenges, from data security concerns to user resistance, the study emphasizes the need for robust strategies to ensure seamless integration. It underscores the ongoing importance of training and support, recognizing that CRM system success hinges on organizational readiness and adaptability.


Keywords: Customer Relationship Management, strategic decision-making, data analysis, organizational growth, cloud-based solutions


Edition: Volume 8 Issue 12, December 2019,


Pages: 2014 - 2019


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