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.

We still have this technology that understands you. You get a lot http://www.bobyhermez.com/. We have many discussions about the latest technologies and always looking for technology to human needs

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At Pizza Hut has taught me to accept orders. Someone wanted a pizza with mushrooms and pepperoni? He handed me a ... and quickly, while still hot. I could not for my first client, waiting to get a pizza before going to another, but when she learned to multi-task. I need all my customers to be happy, if I wanted to earn my board. Besides, if I give bad service, remember the people and ask a different server the next time.At K-Mart, I have learned to sell. Once upon a time, when Best Buy was not there, the people had television sets and VCRs, and stereos in the K-Mart purchase. I was on board and quickly learned that the more you sell, the more I did it. I was positively ready, all the people who passed by to help. I've learned to talk to my clients and understand their needs to help them buy the right thing. If they sold a lot to bring it back and be unhappy. If they sell something too cheap that would be satisfied with the quality. It was my responsibility to ensure that went with the right product and ensure that all the value that it had to offer to realize.

So it's Pizza Hut and K-Mart. But what about the pizza quickly and a large discount, an IT professional has to offer?

Long-term customers are more profitable than short-term customers.

Good customer service really is that simple. If you remember this, while the rest will come! So how do you create long-term customers? Do not hesitate, it is very simple:

Be genuinely interested in your success ... naturally.Don t will be, "give them no reason to go elsewhere.

Does it? Really? Yes, if you provide your customers with success, happiness, and the profitability of your own reality and help them achieve their goals of your company to grow and require more of their products and services. Do not go for easy money! Just not worth it. If customers know that the success or the insured has helped them earn more money or make their lives easier, they will think the next time you try to do the same thing over and over again. If you take the easy money that will realize sooner or later, and never return. This is Part 1

Part 2: Do not confuse! Once you have a good thing going with a customer, they do not give reason to look elsewhere. Make sure the products and services they want, whenever they want. Known well enough that no one else can give the same value for him. And never, never take them for granted. It's so easy to lose a customer because of a lack of attention, since it is through competition.

I built a successful consulting business in the course of seven years with the previous two rules. I have built long-term customer return month after month and year after year. Do not use my services, as they had done earlier, but returned because we had a relationship that is valued. It was very personal, but it was not just any other company. I enjoyed working with them and help them achieve their goals. She and I knew that, if successful, would require more of my help, and I could ride his coattails all the way to the bank. Our objectives were aligned, and while I was doing my job and not confuse it are guaranteed to get satisfied customers during the time that I wanted.

It was not always perfect, and I became complacent and did a few customers for granted. I lost. It was perhaps the most painful lesson I learned more than 7 years and learned quickly. I built the processes and procedures to ensure that customers are also on a maintenance level for a long time to add value to your company actively add. I learned not to mess up.

For example, Pizza Hut and K-Mart, you really have something to teach us about customer service, after all. How did you hear about customer service? What does this mean for you?

About the Author:
Scott Cameron wants to help you understand how mobile and cloud technologies can give your business an edge over the competition. Scott has served small and medium businesses as a technology advisor for over 15 years. For more information on these topics and more visit his blog at http://blog.quitecloudy.com/.
(c) Copyright Scott E. Cameron. Rights Reserved Worldwide.

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