Crm his-prs1
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CRM (customer relationship management) is an integrated approach to identifying, acquiring, and maintaining customers by building a centralized database that describes customers and their relationships with a company. It allows companies to coordinate customer interactions across departments and channels. Main benefits include increased customer loyalty and satisfaction, which can improve financial performance through repeat business and lower customer acquisition costs. Leading CRM software providers help marketing, sales, and customer service teams personalize customer interactions.
Crm his-prs1
- 2. Overview What is CRM? What benefits does it provide companies? Who are the main players?
- 3. What is CRM? An integrated approach to identifying, acquiring and maintaining customers. siebel.com Allows companies to coordinate their approach across channels, departments and also geographically. siebel.com
- 4. History of CRM 1990s: CRM appears as a two-way communication device. ezinearticles.com 1990s: CRM leads to programs such as frequent flyer miles and bonus points on credit cards. ezinearticles.com 2000s: Internet has helped expand from stagnant database and allows off-site information storage. ezinearticles.com 2000s: Used most frequently in financial services, high tech corporations and the telecommunications industry. ezinearticles.com
- 5. What it does... Builds a database that describes the customers and the relationship they hold with the company. whatis.com Database: a collection of information that is organized in a way that allows it to be easily accessed,managed and updated. whatis.com Provides enough detail so that the company can offer the client the product/service that matches their need the best. whatis.com May contain information about their past purchases, who is involved with the account and a summary of all conversations.
- 6. What to look for in CRM software... Make sure the primary goal (ie: customer service) is standard in the software. Customization is very expensive. ezinearticles.com Be able to integrate smoothly and flawlessly. ezinearticles.com Make sure the program doesn't offer more then you need. ezinearticles.com Compare with other companies of equivalently the same size who have purchased the same CRM software and examine their results. ezinearticles.com
- 7. Benefits of CRM Research has shown that companies that create satisfied, loyal customers have more repeat business, lower customer-acquisition costs and stronger brand value. Siebel.com Which equals better financial performance. Siebel.com Check this out... → → →
- 8. Satisfied customers pay off… siebel.com
- 9. CRM may... Help marketing departments identify and target their best customers, manage campaigns as well as discover qualified leads. whatis.com Qualified Leads: prospects who seem most likely to buy because of some information known about them. Duncan, Tom Improve sales and streamline existing processes. whatis.com Form individualized relationships with customers. whatis.com Give employees information needed to improve customer service and also to better understand customer needs. whatis.com
- 10. It also... Is a fast way to identify and handle potential problems. Wikipedia.org Tracks all points of contact between a customer and the company. Wikipedia.org Provides all employees with product specs, product use information and technical assistance. Wikipedia.org CRM quickly manages the scheduling of follow-up sales calls to assess the satisfaction of customers and their repurchase probabilities (when and how much). Wikipedia.org