History of CRM Customer Relationship Management

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CUSTOMER RELATIONSHIP MANAGEMENT is a concept that offered numerous benefits and long term changes to businesses. In the 1990’s companies began using it for a number of reasons. Big organizations used this method to interact with customers and handle all the voluminous data.

Large companies were using huge amounts of customer related information data and it was difficult to track down customers and their purchases, because the processing was too difficult. Also they needed something that updated the data constantly. But CRM only proved successful for long term results. The effectiveness for short term use was not up to par because it just ended up making the process more expensive and arduous.


A limited use, all purpose electronic diary with basic data base functionality was what started all this data organizing. Those diaries, or Personal Information Managers, gave way to Contact Management System, or CMS which were flexible productivity tools, and could manage larger volumes of data. CMS morphed into SFA or Sales Force Automation systems, which us now the cornerstone of modern CRM applications.

It’s their new breed of products though, that, along with a host of others, have collectively redefined CRM. These...

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