Wynand provides a definition of CRM and explains why it is so important for small businesses.

Wynand provides an exposition of the four stages of the CRM process and how sales and marketing need to tie together

Wynand explains that campaign management is even more important for SMEs than it is for larger corporations. The importance of nurturing is highlighted and the use of technology is also brought in.

The importance of nurturing customers is once again highlighted and the role of technology in managing customers is explained. Wynand emphasises the need to manage both exceptions and expectation to…