Customer Relation Management

Customer relationship management (CRM) is a widely implemented model for managing a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients; nurture and retain those the company already has; entice former clients back into the fold; and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy.

CRM consists of:

  • Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team.
  • Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices)
  • Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service.
  • Providing employees with the information and processes necessary to know their customers, understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners.

Why CRM Software?

Any well-developed business marketing class will teach you that businesses grow and succeed based on their relationship with their customers. Satisfied customers will be repeat customers and happy customers will refer new customers, so it's paramount for any thriving business to keep their customers happy. A key component of managing customer relationships is having the right Customer Relationship Management (CRM) software. CRM software has been designed to help businesses benefit from their customer relationships. Through CRM software you have the ability to track each customer with an individual file. The file documents any orders they have placed as well as interaction they have had with members of your team. As your employees quickly recall a client's orders or favorite products, they can produce an up-sell by offering additional products that fit the customer's shopping habits. Also, in each individual file the software will track emails, phone calls, face-to-face meetings, faxes and other forms of communication used by your company. Employees can take notes to highlight what the customer said and refer to those notes in the future. By helping customers know that you recognize them personally, you can maintain strong relationships and devoted customers. Through strengthening clientele that you already have the best customer relationship management software will help you discover new clients through referrals from your satisfied customers

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