Customer Relationship Management (CRM) is the management of customer relationships by gathering knowledge of their behaviour and needs. This facilitates repeat business generation and the implementation of strategies to increase customers' comfort with the enterprise. Ultimately, CRM delivers improved customer relations and profitability.
CRM can be supported by a wide range of technologies. All of these bring together information about customers. That information typically covers sales data, marketing effectiveness, responsiveness and market trends.
The sales force is responsible for lead generation and conversion, customer retention, and up-selling. Effective contact management and sales force automation can enable a more effective and efficient operation with more swiftly closed sales, impacting positively on profitability and paying dividends in terms of sales team morale.
Knowledge about customers and the areas in which they are interested enables personalised, effective and highly efficient marketing. CRM facilitates the tracking, management and measurement of marketing campaigns. This management data can directly support current and future sales and promotional activities.
More effective and efficient support processes drive improved customer service. CRM gives the support team access to information gathered through sales and marketing activities, resulting in a better-informed, more effective support service. CRM also facilitates the provision of a self-service support option, accelerating the support process and increasing customer satisfaction.
CRM solutions are flexible and scalable, meeting a wide variety of business needs in organisations of all sizes from the very small through to large multinational corporations. They support interfacing with multiple communication channels via a variety of different devices, such as telephone, WAP and the Internet. Good CRM solutions also implement security measures for customer data privacy, such as data encryption and record destruction, in compliance with the Data Protection Act.
The real power of any CRM solution is unlocked by tailoring it to the specific needs, circumstances and objectives of the organisation. That is where CRMworks, with 14 years' and over 500 installations' experience, consistently outshines its competitors. Our enormous experience of customer requirements and the solutions we deploy, coupled with a highly consultative approach, ensure that our CRM solutions deliver real benefits, and go on doing so well into the future.
Contact us to find out what we can make CRM do for your organisation.
