The Rate of Accessibility of New Media in Customer Relationship Management (CRM) in Corporate Houses

Abstract

In the age of globalisation, customer relationship management (CRM) is an important component of corporate communication, which has undergone a series of changes and modifications all over the world. The growth of economy as well as that of both communication science and technology has brought about commendable changes in the art and craft of CRM all over the world. Modern organisations have realised that managing customer relationships is a very important factor for their success. CRM is a strategy that can help them build long-lasting relationships with their customers and increase their profits through the right management system and the application of customer-focused strategies. New media are powerful tools that can support CRM to attract more customers to any organisation in the world. In other words, using new media in CRM will increase customer satisfaction. Usage of new media helps customers gain powerful and useful information about the price, product and the latest information about companies. Very speed and potty that causes customer's satisfaction from companies. This study examined the rate of accessible of new media in CRM in Iranian and Indian corporate houses. Four Iranian and Indian corporate houses (two public and two private) were selected for this study. The results of this study showed that new media are accessible in CRM in these companies.