Trans World Solutions Inc.   

Customer Relationship Management (CRM) is a segment of Enterprise Business Applications (EBA) used by leading organizations to acquire and retain long-term, profitable customers. CRM applications, also known as front-office applications, in contrast to back-office applications such as Enterprise Resource Planning (ERP) and Supply Chain Management (SCM), are used by marketing, sales, and support personnel and by executive management to understand and manage critical customer relationships. CRM applications support all of the customer-centric processes within enterprise, mid-enterprise, and mid-market organizations including marketing, sales, and customer support.

These systems can also be used directly by customers, partners, and prospects to gather product and service information, obtain pricing quotes and configure complex products, place and track orders, solve product- and service-related problems and questions, and schedule service calls. e-Business applications integrate Internet-based technology applications to augment the reach of CRM and represent the next evolving phases of CRM application, technology, and best practices.

What makes CRM so attractive is its ability to directly impact and increase the revenues of those companies using it. Most organizations today recognize the mission-critical nature of CRM, and almost every enterprise today is either using some form of CRM technology in support of its business, or is evaluating a specific CRM technology for a future implementation. Enterprises implementing CRM are able to quantify their investment in CRM in terms of increased revenue, lower costs, better customer satisfaction and retention, enhanced new business development, and better profitability. The core tenet of CRM is to develop, maintain, and leverage a consistent, accurate, and timely set of customer, product, and service information across the customer-facing marketing, sales, service, support, and product development units of the enterprise.

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