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The Zentos employee who responded to Cecelia’s email and sent her flowers was employing one aspect...

The Zentos employee who responded to Cecelia’s email and sent her flowers was employing one aspect of customer relationship management (CRM). How can CRM help create sustainable competitive advantage for online retailers like Zentos?

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With CRM, organizations can improve "tenacity" to their item or service. Companies ought to catch up with the customer after the buy to decide their degree of fulfillment and to profile existing customers so they can offer custom products and services. Effective CRM can be accomplished by organizations that make satisfying customer's needs vital objectives in their business forms. CRM procedure includes making a practical competitive advantage by becoming acquainted with existing customers getting a handle on what the customer needs, speaking with them, offering some benefit for their cash, and drawing in and keeping new ones. On the off chance that organizations need to utilize the Internet to increase competitive advantage, they should concentrate on the customer.

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