Trust in Customer Relationship Management

Running Head: ESSAY
Trust in Customer relationship management

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ESSAY
Introduction
This essay report discusses the role of trust in the customer relationship management. The
trust in customer relationship management is an imperative business tool that is used by the
firm to attract a huge amount of consumers for purchasing the goods and services of the firm.
It also discusses the advantages of trust in customer relationship management.
Trust in Customer relationship management
Trust in CRM enables the organizations to create superior communication skills as it permits
to choose options by the customers of the company that how they would like to be contacted
and approached. In addition to this, trust in the CRM system increases the possibilities of
getting a positive outcome in the least time and cost (Andy Fred Wali and Gladson Nwokah.
2017).
Furthermore, trust in CRM enables the company to share appropriate information with their
existing employees as it would support to gain the employee retention in the working place.
Instead of this, every department having their individual aim and objectives, everyone knows
their role and working regarding similar goals.
CRM (customer relationship management) known as the process of business used to do
research and gain knowledge regarding requirements of customers and behavior of
purchasing with respect to build up stronger and durable relationship with clients. The long
duration of time and expenditure is involved in the implementation of a CRM system. Apart
from this, it has many advantages and benefits (Pratap Chandra Mandal and Sujoy
Bhattacharya, 2016).
Trust in CRM systems assists the company in the effective identification of good customers.
It could also enable the firm to maintain the customer relationship management of available
consumer. It also facilitates consumer retention greater than before, through the loyalty
program implementation. In addition, it is evaluated that trust in consumer relationship

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management systems could make confident to the firm to effectively deal with issues of the
consumers in the least time and resources. Further, it also supports to keep the repository of
the consumer profile and giving the capability to treat each consumer. Furthermore, it is also
evaluated that trust in CRM is emphasized to determining the needs of the consumer towards
any goods and service as it would be effective for increasing the consumer's satisfaction
level. Trust in customer relationship management is effective to improve in the service
quality of the firm in a limited time. It improved customer services directs to enhance
customer’s loyalty and consistently decrease the customer’s dissatisfaction (Suhail Ahmad
Bhat, and Mushtaq Ahmad Darzi, 2016).
The trust in customer relationship also supports the organization to receive feedback from the
consumer with respect to the products and services.
The purpose of the customer relationship management system is to increase reliability
between a customer and a specific brand. This kind of marketing is also known as database
marketing, customer relationship management, and direct marketing. On the basis of, small-
scale business perception, this approach may support to differentiate the service level of the
company and awareness. It also informs the customer about new products and services and
aware them regarding special promotions (Ankur Srivastava and Dipanjan Kumar Dey,
2016).
Trust in customer relationship management enables the organization to categorize the
consumers who are more valuable to the organization. It would take more time and money
that could support to meet the sales of the organization. Moreover, trust in customer
relationship management enables the organization to address the potential consumers for
marking a positive relationship with them. Moreover, it is also evaluated that organization
should also concentrate on those consumers who are less interested in the products and