CRM

Conference Report 2015: CRM - overhyped private sector fad or innovative opportunity for HE growth and resilience?

Private sector organisations have experienced significant commercial benefits as a result of adopting and embracing customer relationship management (CRM) practices. Some have found value in simply structuring, formalising, prioritising and planning their customer contact. Others have taken CRM to its fullest extent: segmenting markets by present and future value, prioritising investment accordingly and designing customised contact and account management programmes that successfully encompass very extensive and often fragmented customer bases.