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IT CRM

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Dr. Arturo Perez
Dr. Arturo Perez

IT-CRM refers to using information technology to manage customer relationships. It allows organizations to understand customers better, retain customers through improved experiences, and improve processes. Customer relationship management solutions provide data to help organizations improve services and products that customers want. Technology and the web have changed how organizations communicate with and collect data about customers. New technologies like the web and smartphones allow customer relationships to be managed electronically and help focus on customer service. IT-CRM should be implemented as part of an organization's IT research and education department to further improve processes, relationships, and education.

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Information Technology Costumer Relationship Management
IT - CRM • ITCRM is the abbreviation for Information Technology customer relationship management. It entails all aspects of interaction that an organization has with its customer (client/User), whether it is service-related. ITCRM is often thought of as a business strategy that enables businesses to: – Understand the customer – Retain customers through better customer experience – Improve Processes
Cont. IT - CRM • Customer relationship management solutions provides the organization with business data to help improve services or products that the customers/users want – Improving customer service – User buyout and accountability more effectively – Understand who the customer is.
Cont. IT - CRM • Technology and the Web has changed the way organizations approach ITCRM strategies • Technology have also changed consumer behavior • Offers new ways for organizations – to communicate with customers/users – Collect data about them. • New advance in technology – Web – smartphones • customer relationships are managed electronically.
Cont. IT - CRM • Focuses on the people aspect. • Utilizes Decision Support Services to improve – Processes – Relationships (Vendor/Costumer/User) – Education ****Personal opinion IT CRM should be a implemented in organizations as a program part of the IT Research and education department.*****

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IT CRM

  • 2. IT - CRM • ITCRM is the abbreviation for Information Technology customer relationship management. It entails all aspects of interaction that an organization has with its customer (client/User), whether it is service-related. ITCRM is often thought of as a business strategy that enables businesses to: – Understand the customer – Retain customers through better customer experience – Improve Processes
  • 3. Cont. IT - CRM • Customer relationship management solutions provides the organization with business data to help improve services or products that the customers/users want – Improving customer service – User buyout and accountability more effectively – Understand who the customer is.
  • 4. Cont. IT - CRM • Technology and the Web has changed the way organizations approach ITCRM strategies • Technology have also changed consumer behavior • Offers new ways for organizations – to communicate with customers/users – Collect data about them. • New advance in technology – Web – smartphones • customer relationships are managed electronically.
  • 5. Cont. IT - CRM • Focuses on the people aspect. • Utilizes Decision Support Services to improve – Processes – Relationships (Vendor/Costumer/User) – Education ****Personal opinion IT CRM should be a implemented in organizations as a program part of the IT Research and education department.*****