Editing Customer relationship management (section)

===Call centers===
[[Call centre|Contact centre]] CRM providers are popular for small and mid-market businesses. These systems codify the interactions between the company and customers by using analytics and [[key performance indicator]]s to give the users information on where to focus their marketing and customer service. This allows agents to have access to a caller's history to provide personalized customer communication. The intention is to maximize [[average revenue per user]], decrease [[churn rate]] and decrease idle and unproductive contact with the customers.<ref name=sap1>{{cite web |website=SAP Insider |date=15 November 2007 |url=http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/e044e180-8375-2a10-a2b2-b5709ea68ccb |title=Still Struggling to Reduce Call Center Costs Without Losing Customers? |archive-url=https://web.archive.org/web/20120116092748/http://www.sdn.sap.com/irj/scn/go/portal/prtroot/docs/library/uuid/e044e180-8375-2a10-a2b2-b5709ea68ccb |archive-date=16 January 2012 }}</ref><ref>{{Cite web| url=http://www.genesys.com/definitions/what-is-contact-center-crm| title=What Is Contact Center CRM?| author=Genesys}}</ref><ref>{{Cite web| url=http://www.networkworld.com/article/3176118/software/the-contact-center-and-crm-collision-leads-to-a-new-dominant-species.html| archive-url=https://web.archive.org/web/20170302235025/http://www.networkworld.com/article/3176118/software/the-contact-center-and-crm-collision-leads-to-a-new-dominant-species.html| url-status=dead| archive-date=2 March 2017| title=The contact center and CRM collision leads to a new dominant species| work=Network World| date=2 March 2017}}</ref>

Growing in popularity is the idea of gamifying, or using game design elements and game principles in a non-game environment such as customer service environments. The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done.<ref>{{Cite web|title = Gamification Comes to the Contact Center|url = http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=93677|website = CRM Magazine| date=January 2014 |access-date = 26 November 2015}}</ref>
[[Gamification]] tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition.<ref>{{Cite web|title = CRM in Customer Service|url = http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=99909|website = CRM Magazine|access-date = 22 November 2015|archive-url = https://web.archive.org/web/20150923214157/http://www.destinationcrm.com/Articles/ReadArticle.aspx?ArticleID=99909|archive-date = 23 September 2015|url-status = dead}}</ref>