At its core Customer Relationship Management (CRM) is a business strategy and underlying that strategy is a number of CRM software applications, including marketing and customer service Companies use these applications to make their customer management more efficient, more customer centric to satisfy their customers’ service requirements

Implementing a service management software tool, getting the facts over time primarily will give you an excellent ITIL service desk implementation Tracking and resolving incidents is one of the major goals of a service desk software solution

To effectively implement service management software and ITIL service desk, communication between IT and its customers is vital Merely looking at the business / IT interfaces without going back through the components of the service chain (agreements with Suppliers and other departments that support the services) is not good practice

ITIL is the accepted service management service framework for best practices for the provision of Information Technology services and is a basis for aligning business needs with IT ITIL was established by the UK government and is currently in its 3rd version

One of the challenges in implementing ITIL in established organisations is that they already have processes and procedures in place for the business A new company or division of a company however is in a position to determine the services required from IT, agree service levels with the business and then implement them

CRM software solutions have progressed considerably in recent times While the key ingredient in a successful system is always the design and planning, the software solution can also make or break your CRM