Collaborative CRM
- 2. Collaborative CRM ● Collaborative customer relationship management focus on exploiting interaction with customers through customer touch points for enhancing customer self service. ● Collaborative CRM may be where in various departments of a company such as sales, technical support, and marketing, share any information they collect from interactions with customers. ● It may involve external agencies working with the company like channel partners, marketing agencies, services franchise
- 4. Aspects of Collaborative CRM Collaborative CRM can be broadly identified by two aspects: Interaction Management : This management process deals with designing the communication or interaction process within an organization which is specific to customer interaction .These needs of customers and gather information from them and implementing it into the CRM before interacting to enhance the interaction power. Channel Management- After analyzing and implementing the interaction medium it’s important to enhance the power of channels through which the customers are interacted.
- 5. Application of Analytical CRM ● Online services for enhancement of convenience and cost reduction ● Effective communication through many channels including automated phone, email and internet. ● Profiling customer information during customer interaction ● Collaborative customer relationship management uses the output of Analytical customer relationship management to enhance the participatory strength of customers
- 6. Collaborative CRM extended to Partners ● Sales : Reseller Channel Partners, Retailers, Distributors, SIs, eCommerce Stores ● Marketing : Agencies, Tele Callers, Digital Marketing Agencies. ● Services & Support : Franchises
- 7. Advantage of Collaborative CRM i. Collaborative CRM enables valued customer interaction across the channels. ii. Entangles web or online collaboration to cut down service cost of customers. iii. Collaborative CRM integrates customer interaction with call centers to enable multi-channel interaction with customers and helps them make understand the overall process vales. iv. Collaborative CRM describes a view of integrated customer’s details during interaction to server them in a better way. This CRM solution brings customers, process and strategies and data together so that organizations could serve and retain customers more efficiently.