CUSTOMER RELATIONSHIP MANAGEMENT BASED ON FLEET SERVICE MANAGEMENT (#8157)

ABSTRACT 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.  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 comapny 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 maximise 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 1.1Statement of problem 1.2Aims and objective 1.3Purpose of study 1.4Aims and Objectives of study 1.5Scope of the study 1.6Limitation of the study 1.7Definition of terms
CHAPTER TWO 2.0Literature review
CHAPTER THREE Methodology for fact finding and detailed discussion of CRM.
CHAPTER FOUR The future, implications and challenges of CRM
CHAPTER FIVE Summary, recommendation and conclusion References