Types of Customer Relationship Management (CRM)

Customer Relationship Management (CRM) recognizes that customers are at the heart of a business and that business success depends on effectively managing relationships with them. CRM focuses on building relationships with customers while des In the long term and sustainable value to offer to the customer and the company's strategy company.CRM is to select and manage customers, optimize long-term value philosophy CRM requires a customer-centric business model and culture to support effective marketing, sales and service processes.

We distinguish three types of CRM activities, analysis and collaboration.

First Operational CRM

Operational CRM is linked to business functions related to the typical customer service, order management, invoicing / billing and sales and marketing automation and management.

Second Analytical CRM

Analytical CRM includes activities that interpret the data collection, storage, retrieval process, and communicate with the client to a user who is then discussed, if necessary.

Third Collaborative CRM

Collaborative CRM covers all the necessary communication, coordination and cooperation between suppliers and customers.

Other Classifications of CRM were the kinds of programs, services or products or services they create.

The evaluation of the CRM

In general, a CRM approach recognizes that customers are the heart of business and business success depends on effectively managing relationships with them. There are some overlaps with the concept of relationship marketing, but not everything can be as relationship marketing CRM will be the fact. Customer relationship marketing is even greater because they have a customer one-on-one and belong to the seller. To be a true one-to-one seller, a company willing and able to change their behavior to a particular client, based on what you know the client. Therefore, CRM is basically a simple idea: treat customers differently. Is due to the fact that no two customers are exactly the same.

Therefore, CRM is much more than just sales and marketing, as a society should be able to be configured the way their products or service is provided to change based on the needs of individual customers. Smart companies have always been the active involvement of customers in developing products, services and solutions support. For most, however, is oriented to the customer should always be adapted to the needs of the typical customer in the market for the average consumer. In order to build-on-a lasting peace, a company must constantly interact with customers, individually. A reason to start, so many companies to focus on CRM, is that this type of marketing, customer loyalty can be large and in the process, help the company's profitability.

eCRM (electronic CRM)

CRM was performed manually by the company for generations. But since mid-1990. CRM has been improved by various types of information technology. CRM technology is an evolutionary response to environmental changes, with new computer equipment and tools. The term was coined in the mid-1990s, eCRM, if the customer with a Web browser, Internet and other points of contact (e-mail, POS, call center and direct sales) began. The use of these technologies is customer care and service member, efficient and effective than it was before the Internet.

Thanks to Internet technology, the data generated by customers easily be introduced in the areas of marketing, sales and customer service and analytic applications. eCRM also includes online applications such as segmentation and customization. The success or failure of these efforts can be measured and modified in real time, what the expectations of the customer. In a world connected by Internet, e-CRM is a prerequisite for survival, not only a competitive advantage. eCRM provides a broad range of topics, tools and methods, the ranking of the corresponding design of digital products and services at prices and loyalty programs.

These are the three levels of eCRM:

First Basic services include basic services such as the reactivity of the site (such as speed and accuracy of providing the service) site efficiency and job performance required.

Second Customer-oriented services include order tracking, configuration and customization, and security / trust. These are services that customers do not care.

Third Value-added services are additional services such as brokerage dynamic, online auctions and online training and education.

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