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Today, marketing is not only the development, supply and sales but the continuing
development and after sales service to customers with long term relationship has
been added. Creating customer loyalty is a concept that developed in the today's
businesses as the main component in the success of companies and organizations
have come, has been more attention. Considering these issues, customer relationship
management (CRM) in organizations is considered as strategy. In fact, customer
relationship management (CRM) is part of organization strategy to identity and
satisfies our customers and converts them into permanent customers. Also, in order
to maximize the value of every customer, can help your company.
This study examines the contribution of effective communication in customer
management in organisations by looking deeply into customer relationship
management (CRM). The study examines the necessities of CRM in an organisation.
It was noted in the research results that customer relationship management is
essential in achieving organisational goals specifically in managing the customers.
The findings show that the benefits of CRM were analysed, as well as knowledge
management, technology and relationship management.
The general finding shows that CRM is well implemented and that effective
communication is used in achievement of communication flow. The findings
revealed that CRM is crucial in organisations. It also unveiled that Swissport
Tanzania, an aviation company carries out its CRM programme effectively. |
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