"CRM or customer relationship management has many connotations, ranging from understanding the customer, to business intelligence. What we try to address is to go beyond a study of the purchasing patterns, to looking at the customer behaviour, feeling and reactions towards a product or service. These latter aspects are rarely captured, with the result that customer service staff are not aware of the previous interactions of the customer with the company.
Gerald Prabhu, Director Strategic Alliances and Marketing, CDC CRM Solutions Pvt Ltd
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