“CRM is the business strategy that aims to understand, anticipate, manage and personalize the needs of an organization’s current and potential customers” — PWC Consulting

As the definition says, CRM is the business strategy and to execute that strategy, the set of applications or software we use are termed as CRM Apps. CRM Apps contains various pieces of software that are integrated with each others, like:

* 1. Sales Management System
* 2. Lead Management System
* 3. Marketing Management System
* 4. Customer Support System
* 5. Project/Team Collaboration System

A successful CRM implementation will bring your customer service, sales and marketing people (and anyone else in your organization) close to each other and your customers. It helps them for making quick decisions, help marketing team to know the latest market trend and give the ability to mould their market strategy accordingly. It measures marketing effectiveness and helps in delivering personalized customer care.

Using CRM, individual customer preferences, improve customer relationships and maximize customer retention can be easily observed. CRM not only helps any organization to improve sales and customer satisfaction but also plays an important role in keeping eye on one’s performance that helps in good resource management as well as rewarding the people as per their performance.

Please read more about new CRM concepts in CRM Apps 2.0 white paper which is recently written by RWS at URL http://www.rightwaysolution.com/crm-apps.html .