Customer relationship management

How an organization should implement the CRM is totally an organization’s decision to make.

There are, nevertheless, a few important considerations, which were made while constructing comprehensive models to help strengthen the one-to-one relationship with customers. One of these models is IDIC (Identify, Differentiate, Interact, Customize). It comprises of four steps, which can help tackle all sorts of complicated situations that come up while dealing with customers.

Identifying customers as individuals: A relationship can be established with an individual but not with the whole audience. So identify your potential customers and deal with them, one at a time.

Differentiate customers from one another: The needs and requirements of every customer vary significantly. Not all of them expect the same from your business and you. And so, their expectations can be somehow related to and derived from their behavior.

Interact with customers: Where there’s a relationship, there’s an interaction. So try to make a cost-efficient interaction with customers. It helps to get a better idea of their needs, which can’t be inferred by simply observing.

Customize for customers: This step explains that you treat and communicate with your customers in a way that addresses their observed needs and value.

Other than IDIC, there is the Quality Competitiveness Index Model (QCI model), the CRM value chain model, The Payne’s five forces model, Forrester model, and Maturity model etc.

Managing a CRM is somewhat a daunting task. It requires software and ICT in order to get maximize the benefits. Especially when speaking of large organizations, the CRM is incomplete without software. There are a variety of systems available, however it is important to first recognize the necessities during the software solution selection process, because it will decide the level of difficulties that will come up later during the course. When incorporating ICT in a project, there will be an obvious need of reliable advisors, who must have enough knowledge to work with the system and provide the most cost-effective solutions, and of course, will aid maintenance.

There is a list of ICT service providers who can easily arrange the necessary distribution and support, but a few of these CRM software product companies, well-known and proven, includes Siebel, Sage, and Front Range, and can offer the best service.

CRM Software is a group of enterprise software that provides a broad set of applications and is designed to support companies to cope with the customer data and support customer interaction. It can assist with accessing business information, power up sales, and marketing customer support. It is also a great way to establish healthy employee, vendor and partner relationships.

CRM software solutions are needed to help understand the CRM software leaders. There’s again a never ending list, but according to experts, the most talked about and the most effective of the CRM software solutions are as follows:

  • The Oracle CRM
  • The SAP CRM System
  • com
  • Microsoft
  • SugarCRM
  • Infusionsoft
  • Pardot
  • TeamSupport


With time, some new and fresh Vendors are progressing, and are capable of providing a great service. Their approach varies but the effort is profitable. These include:

  • Workbooks
  • Nimble
  • Insightly
  • Zoho

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