These days the fundamental part of
successful managing of any company is marketing.
It affects society and people every day in many
ways better such as: creating of new products and
services, helping organizations to better know what
people want and need, helping people find products
and services to fit their needs, revealing
information that makes people’s lives more
efficient, creating exchanges that result in job
opportunities and employment and wealth. In
addition, marketing also causes increasing concern
about ethical issues related to extra consumption,
unhealthy obsessions, addictions, and the impact
we have on the environment and the society in
which we live. Clearly, marketing plays an
important role in all areas of an organization, and
customers are the only reason why business exists.
Indeed, marketing efforts (including services like
promotion and distribution), most often account for
more than half of the price of a product. CRM
Strategy implementation is based on the most
valuable asset – customer- therefore the
organization must direct its customer relationships
intelligently. Any organization with various
departments, such as marketing, sales and service,
can gather qualified information that will create a
database which is of real value to the company.
Setting up a well defined process for data retrieval
enables organizations to effectively use the data
and a regular policy for customer relations
management as well as optimal customer service.
Therefore, changing the context of organizational
structure deeply to support, CRM that is required
right through the marketing, sales and service
departments. In other words, CRM is a functional
instrument to make customers feel free to perform
their own services through several communications
channels, and also persuade new customers. In the
past, many companies did not care about customers
and took their customers for granted. Customers
often did not find any proper substitution for
current suppliers, or may other supplies were just
as poor in a quality and services, or the market was
growing so fast that the company did not worry
about fully satisfying its customers. A company
might lose 100 customers in a week, while gaining
310
another 1000 customers in other week and still
consider its sales to be satisfactory. According to
the ‘leaky bucket’ theory of business these
companies, are operating on the belief that there
will always be enough customers to replace the lost
and can be compensated for (Kotler, 2005).