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What is the Impact of CRM on Organizational Performance?
Mary Grace Mabunga, Student (MBA), United Kingdom, Member
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What is the impact of CRM on organisational performance?
What are the bases of measurement and what other factors can be considered. Thank you. (...) Read more? Sign up for free
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Impact of CRM on Organizational Performance
Dr. Sapna Dadwal, Professor, India, Member
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CRM enhances the organizational performance in the following ways:
1. Enhancing the corporate stature of the organization
2. Increasing sales and profit of the organization
3. Enhancing customer satisfaction
4. Enhancing the life time value of the customer with the organization
5. Retaining old customers and acquiring new customers
6. Reaching new markets segments
To measure the impact of CRM on organisational performance the
- Customer satisfaction,
- Financial performance of the organization after implementation
- Effectiveness of the customer solution
- Increased life time value with organization, etc
are some bases to measure it.
Other factores in addition to these factors are the Return on Investment you're making on your investment in CRM and CRM information tecnology.
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