CRM in Microsoft

1.<Tab/>Introduction This assignment is aimed to identify the organization of Microsoft that has CRM system. I will give a brief background of the organization and describe its experience with the CRM. And then, I also give the analysis of the system success in Microsoft. Firstly, we should know the definition of CRM.CRM (Customer Relationship Management) is a combination of business process and technology. And CRM is also defined as …

…Refusal to implement a CRM strategy will essentially give your competition license to win customers away. (Katakana & Robinson, 2001). To remain competitive and to maximize profits, companies must align people, process, strategy, and technology and search for innovative, cost-effective ways to build, retain, and deepen the lifetime value of customer relationship. Reference Dr. Ravi Kalakota & Marcia Robinson (2001), e-Business 2.0, 2nd Edition, Addison-Wesley. P174-202 www.lansbridge.com www.microsoft.com www.successbusiness.com