Already, companies such as Hong Leong Finance and UOB are pouring in millions of money into IT initiatives that will see the deployment of new servers and a CRM system. These IT initiatives are aimed at enhancing the workflow processes thereby saving time and money in the long run.

Customer Relationship Management (CRM), is strategic approach that combines the business processes, technology, employees, and information across an enterprise to attract and retain profitable customers. In simpler terms, CRM means putting customers at the heart of the business.

7.3 Understanding of business processes and workflow

As the requirements of each company vary, CRM solutions are usually flexible and customisable. Therefore, an IS professional has to understand the CRM system well enough to be able to customise it to the company’s needs.

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