Client Relationship Management in IT Services Using CRM Systems
DOI:
https://doi.org/10.36676/irt.v7.i1.1450Keywords:
Client Relationship Management, CRM systems, IT services, client interactions, data-driven insights, client satisfaction, client retention, personalized communication, problem resolution, sales optimization, service processes, operational efficiency, implementation challenges, strategic decision-makingAbstract
In the evolving landscape of IT services, effective client relationship management (CRM) has become a critical factor for sustaining competitive advantage and fostering long-term partnerships. Client Relationship Management (CRM) systems, leveraging advanced technologies and data-driven insights, play a pivotal role in enhancing the efficiency and effectiveness of managing client interactions. This research paper explores the integration of CRM systems in IT services, emphasizing their impact on client relationship management.
The study begins by examining the fundamental principles and functionalities of CRM systems. It highlights how these systems enable IT service providers to streamline client interactions, centralize client data, and automate various aspects of client management. By integrating CRM systems, IT service firms can achieve a comprehensive view of client interactions, which facilitates personalized communication, efficient problem resolution, and strategic decision-making.
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