CRM (Customer Relation Management) : Business Focus
Managing customer relationships involves two interrelated objectives; First, give the organization and all its employees are dealing with customers, a complete view of each customer in each case and in cross all channels, and second, the customer give a complete view of enterprise - channel and other channels.
This is the cause of the company turned to customer relationship management to help them become customer-focused business. CRM uses information technology to create a cross-functional enterprise system that integrates and automates many processes on customer service in sales, offers, and customer services that interact with enterprise customers. The CRM system also creates a framework for the IT software database seta run via the Web, which integrate these processes with other business operations, and support the cooperation between the company and its customers.
CRM system includes a group of models which provide a variety of tools, which helps companies and their employees provide a service that is fast, reliable, and consistent to its customers. Siebel Systems, Oracle, PeopleSoft, SAP AG, and Epiphany are some of the major application components of a CRM system.
Contact and Account Management.
CRM software helps the practitioner sales, marketing , and services to capture and track relevant data about each contact that has passed or planned with the customer ayau prospective customers, as well as cycle and other business activities of the customer. Information captured from all points of contact, such as telephone, fax, email, company web sites, retail stores, stall and personal contacts. All CRM storing the data in a common database for customers who mengintegrasikansemua customer account information and make it available throughout the enterprise via the internet, intranet or other network connection for application sales, marketing, service, and other CRM applications.
CRM system gives the sales staff of software tools and enterprise data sources they need to support and manage their sales activities, and optimize cross selling and increasing bids for the sale. Examples include the outlook for sales and product information, product configuration, and the ability of making a list of the sales price. CRM also gives them real-time access to a common view upon customers, to allow them to examine all aspects of the status of the customer's account status to sale them. For example, the CRM system will alert a bank's sales staff to call customers who make great storage, in order to sell a major credit or investment services. Alternatively, the system will warn a salesperson for services that have not been fulfilled, delivery or payment issues, which can be addressed through a personal relationship with the customer .
Marketing and Order Fulfillment.
CRM systems help marketing practitioners completed direct marketing campaigns by automating tasks such as marketing qualifying on target, and scheduling and tracking direct marketing mailings. Then, the CRM software will help practitioners pemasran to capture and manage customer response data and prospective customers in the CRM database, and analyze customer value and business value of the company's direct marketing campaigns. CRM also helps in meeting customers and prospective customers respond quickly to schedule a sales contact and provide appropriate information for products and services for them, while while capturing relevant information for the CRM database.
Services and Support for Customers.
Sestem CRM gives sales staff the tools of software and real-time access to a common database of customers that can be shared with the sales and marketing practitioners CRM helps customer service managers create, assign, and manage a wide range of customer requests for service. Call Center Software sends all calls to the customer support staff based on their expertise and authority to handle requests for certain services . Help Desk Software helps the customer service staff to assist customers who have a problem with a product or service, to provide the data services and relevant suggestions to resolve the issue. Web-based self-service allows customers to easily access personal information on supporting the company's Web site, while still giving them the option to receive further assistance in oline or by phone of the customer service personnel.
Retention and Loyalty programs.
- The cost six times more likely to sell to a new customer than to existing customers.
- Dissatisfied customers usually will tell eight to ten other people, experiences.
- The company can increase profits by 85 percent by increasing customer retention year, only 5 percent .
- Uncertainty to sell products to new customers is 15 per cent, while the uncertainty for selling products to existing customers is 50 per cent.
- Seventy percent of customers who complain will do business with that company again if it quickly treat the disorder services.