CRM, or customer relationship management, is a broadly recognized and widely implemented strategy for managing and nurturing a company's interactions with customers, clients, and new prospects. In this generation of automation, CRM involves the use of technology to organize, automate, and synchronize business relationships, and principal sales activities, as well as aiding in customer service and technical support. Customer relationship management is another form of database marketing and has become a business strategy that embraces all client-facing departments.
When a CRM system like Act, Salesforce.com or a SAP database is implemented, processes and technology work in synergy to increase profitability and reduce operational costs. A well designed dashboard will allow the marketer or business owner to see the number of touch-points that have been used to communicate with a client or customer. One can also see what purchases have been made and the frequency of those purchases for better cross-selling and up-selling. A savvy business person can also use the information to improve service, loyalty, and customer retention.
The technical name for these software programs are software-as-a-service (SaaS) as they used to deliver and integrate solutions that enable organizations to better and more efficiently serve, support, engage, target, and retain customers in today's economic environment. I like these systems as they are portal based and can be brought up anywhere that there is Internet access. The nice thing about having a portal based system is that it allows anyone in the organization to see the information at any time of day if they have the required passwords and Internet access.
Organizations use CRM systems as a way to measure the efficiency of theirsales force by studying the reports that can be generated; they can also look what types of clients and customers are being called upon as well as the account manager's or sales person's notes about the client.
I personally have used Access, Act, and Salesforce.com for a variety of purposes including:
· Determining the purchasing habits of my customers and clients
· Market Segmentation
· Use of Touch Points-i.e., email correspondence, eNewsletter, phone calls, face to face visits, etc.
· Cold Calling
· Sales Reports
· Building a database
I have found that I am better able to nurture interactions with customers, clients, and new prospects based on the knowledge that I am able to gain by creating a relationship based database. Because it is the integrated combination of the value that one receives from a sales person or a retailer that causes one to become a client or customer. In today's environment where companies are fighting for a piece of the pie it has been increasingly important for an organization to activate a forward thinking customer relationship management system and plan.
When a CRM system like Act, Salesforce.com or a SAP database is implemented, processes and technology work in synergy to increase profitability and reduce operational costs. A well designed dashboard will allow the marketer or business owner to see the number of touch-points that have been used to communicate with a client or customer. One can also see what purchases have been made and the frequency of those purchases for better cross-selling and up-selling. A savvy business person can also use the information to improve service, loyalty, and customer retention.
The technical name for these software programs are software-as-a-service (SaaS) as they used to deliver and integrate solutions that enable organizations to better and more efficiently serve, support, engage, target, and retain customers in today's economic environment. I like these systems as they are portal based and can be brought up anywhere that there is Internet access. The nice thing about having a portal based system is that it allows anyone in the organization to see the information at any time of day if they have the required passwords and Internet access.
Organizations use CRM systems as a way to measure the efficiency of theirsales force by studying the reports that can be generated; they can also look what types of clients and customers are being called upon as well as the account manager's or sales person's notes about the client.
I personally have used Access, Act, and Salesforce.com for a variety of purposes including:
· Determining the purchasing habits of my customers and clients
· Market Segmentation
· Use of Touch Points-i.e., email correspondence, eNewsletter, phone calls, face to face visits, etc.
· Cold Calling
· Sales Reports
· Building a database
I have found that I am better able to nurture interactions with customers, clients, and new prospects based on the knowledge that I am able to gain by creating a relationship based database. Because it is the integrated combination of the value that one receives from a sales person or a retailer that causes one to become a client or customer. In today's environment where companies are fighting for a piece of the pie it has been increasingly important for an organization to activate a forward thinking customer relationship management system and plan.
Seeking for SAP Singapore, call Alenu Group Now! at (65) 6884 5030
No comments:
Post a Comment