Customer Relationship Management (CRM) is about managing interactive
relationships at all touch points, real-time, anywhere and any time. To
improve customer satisfaction, in order to keep customers and to grow
their life-time value.
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Customer Relationship Management
Business Case: "Market size and
structure: What's the battlefield like? Customers: Who are they? What
is their value and what are their needs? Product and service
attributes: What impact do they have? Channels: How do you reach your
customers? Our organization / company: What Size, makeup, geography and
politics?"
Overview: CRM enables to know
more about customer needs and behaviours in order to develop a
stronger, long lasting and profitable relationship with them. CRM is a
process not a tool and brings the information together about customers,
sales, marketing and market trends.
Benefits: Prerequisite of
successful CRM initiatives is to know what kind of customer information
are required and what the company will do with this information. With
the help of CRM, a company can identify profitable customers, provide
better customer service, run call centres more efficient, cross sell
products and services more effectively, support sales employees to work
better, simplify the marketing and sales process and increase customer
revenue
Outcome: Better customer experience, increased revenue and streamlined sales and marketing process.
Case Studies:
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