Focusing on the Customer - Enterprise Relationship Management book

Focusing on the Customer - Enterprise Relationship Management

ERM or Enterprise Relationship Management is a business method that utilizes software to track customer support and business efficiency. An integrated software solution is used to track areas such as customer support, complaints and buying habits. The wealth of information supplied by this monitoring allows management to vastly enhance many areas of the business, this ultimately assists with customer satisfaction, retention and also the businesses bottom line.


Content customers are the key to any successful business which helps explain why ERM is so crucial. A happy customer means ongoing interactions and purchases which helps to ensure the businesses sustainability.

An ERM program also includes the monitoring of all surveys completed concerning the company through Enterprise Feedback management. This information is added to the previously mentioned aspects (i.e. purchasing) to help determine what strategies the business should employ to be able to satisfy their customers. Enterprise Relationship Management will also help enhance the firms communication channels with its customers by monitoring what methods are efficient and which usually are not meeting expectations.

As technology has increased in power and sophistication, ERM has become a more common method of achieving business efficiencies. The tactic of monitoring all communication has clearly become less difficult to manage with the growing prevalence of computers, Internet accessibility as well as the advent of Smart phones, which provide e-mail, phone and instant message communication constantly at ones fingertips.

Customer Relationship Management is a similar technique which aims to maximize the businesses capability to determine the most helpful marketing strategies for each and every customer. One example of ERM is warranty management, where the business tracks the product, the issue with the product, the final results of the customer's call to the business and the customer's degree of satisfaction, helping to improve the process in the future.