Customer Relationship Mgt
Customer Relationship Management (CRM)
The indispensable tool for business management to manage the customer through the entire lifecycle, from prospect to qualified opportunity to order.
Aspects of CRM
There are 3 aspects of CRM :
Operational CRM: automation of order processes that facilitates customers services
Collaborative CRM: self service to customers
Analytical CRM: analysis of customer data for a broad range of business purposes
CRM addresses the needs of marketing, sales & distribution, customer service and support divisions within an organization.
Operational CRM
It automates many processes of marketing, sales and support divisions.
For example, Telephony, the ability to conduct phone calls and manage call data, and tools to capture, share and manage automated alerts on lead data as it passes through the sales pipeline. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database as necessary.
One of the main benefits of this contact history is that customers can interact with different people in a company over time without having to repeat the history of their interaction each time. It provides a platform for pushing leads through a sales pipeline and managing it amongst support teams in real time, it places customers in the centre, in order to provide better customer relations management, to grow revenues by creating more sales and losing less customers.
Operational CRM also supports the operations from order taking to order fulfillment. It helps organizations achieve the goal of excellent customer relations by measuring key performance indicators collected by the CRM about customer lifecycle behaviour.
Collaborative CRM
Collaborative CRM covers the direct interaction with customers. This can include a variety of channels, such as internet, email, etc. It provides self services to customers, the major benefits includes cost reduction and service improvements. Collaborative CRM requires customer interactive website which is integrated with backend logistics system or even manufacturing system based on the design of business models.
Analytical CRM
Analytical CRM analyses customer data for a variety of purposes including the design and execution of targeted marketing campaigns to optimise marketing effectiveness, the design and execution of specific customer campaigns, including customer acquitision, the analysis of customer behaviour to aid product and service decision making such as pricing, new product development, etc. It supports management decisions, financial forecasting and customer profitability analysis. It supports risk assessment and fraud detection.
Customer Relationship Management (CRM) can be implemented in a very basic manner or in a high end complex installation, please feel free to contact us to discuss your needs and requirements.
