Crm customer relationship management and process

Customer-relationship management - Wikipedia

crm customer relationship management and process

Overview. Customer Relationship Management (CRM) is an approach to actively track and manage customer information and simplify. CRM: Customer Relationship Management, applications and strategy, solutions, can make; highlighting competencies required for an effective CRM process. The implementation of a customer relationship management (CRM) solution is best treated as a six-stage process.

The better you understand your customers, the more responsive you can be to their needs. CRM can be achieved by: You must also adapt your business to the needs of your customers. However, there are many potential benefits. A major benefit can be the development of better relations with your existing customers, which can lead to: The more you know about your customers, the easier it is to identify new prospects and increase your customer base.

Even with years of accumulated knowledge, there's always room for improvement.

What is CRM?

Customer needs change over time, and technology can make it easier to find out more about customers and ensure that everyone in an organisation can exploit this information. The better the relationship, the easier it is to conduct business and generate revenue. Therefore using technology to improve CRM makes good business sense.

CRM solutions fall into the following four broad categories. Outsourced solutions Application service providers can provide web-based CRM solutions for your business. This approach is ideal if you need to implement a solution quickly and your company does not have the in-house skills necessary to tackle the job from scratch. It is also a good solution if you are already geared towards online e-commerce.

Off-the-shelf solutions Several software companies offer CRM applications that integrate with existing packages.

Customer-relationship management

Cut-down versions of such software may be suitable for smaller businesses. This approach is generally the cheapest option as you are investing in standard software components. The downside is that the software may not always do precisely what you want and you may have to trade off functionality for convenience and price. The key to success is to be flexible without compromising too much. Custom software For the ultimate in tailored CRM solutions, consultants and software engineers will customise or create a CRM system and integrate it with your existing software.

However, this can be expensive and time consuming. If you choose this option, make sure you carefully specify exactly what you want. This will usually be the most expensive option and costs will vary depending on what your software designer quotes. Managed solutions A half-way house between custom and outsourced solutions, this involves renting a customised suite of CRM applications as a tailored package.

Customer relationship management

This can be cost effective but it may mean that you have to compromise in terms of functionality. How to implement CRM The implementation of a customer relationship management CRM solution is best treated as a six-stage process, moving from collecting information about your customers and processing it to using that information to improve your marketing and the customer experience.

Stage 1 - Collecting information The priority should be to capture the information you need to identify your customers and categorise their behaviour. This new way of looking at the business involves integrating the customer more precisely the customer's relevant people and processes into all aspects of the supplier's business, and vice versa.

This implies a relationship that is deeper and wider than the traditional 'arms-length' supplier-customer relationship. The traditional approach to customer relationships was based on a simple transaction or trade, and little more. Perhaps there would be only a single point of contact between one person on each side.

All communication and dealings would be between these two people, even if the customers' organization contained many staff, departments, and functional requirements distribution, sales, quality, finance, etc.

crm customer relationship management and process

The modern approach to customer relationship management is based on satisfying all of the needs - people, systems, processes, etc - across the customer's organization, such as might be affected and benefited by the particular supply.

So what do we need to make this quantum leap of customer integration? A new way of thinking: Customers normally become delighted when a supplier under-promises and over-delivers. To over-promise and under-deliver is a recipe for customers to become very dissatisfied. Rule No 1 - You cannot assume that you know what a customer's expectations are It can be defined as a subdividing the customers based on already known good discriminator. Improve customization of marketing: Meaning of customization of marketing is that, the firm or organization adapt and change its services or products based on presenting a different and unique product or services for each customer.

With the purpose of ensuring that customer needs and requirements are met Customization is used by the organization. Companies can put investment in information from customers and then customize their products or services to maintain customer interests. Multichannel integration shows the point of co creation of customer value in CRM. On the other hand, a company's skill to perform multichannel integration successfully, is heavily dependent on the organization's ability getting together customer information from all channels and incorporate it with other related information.

CRM will let companies to interact with customers more frequently, by personalized message and communication way which can be produced rapidly and matched on a timely basis, and finally they can better understand their customers and therefore look forward to their needs.

Firms can make and improve products and services through the information from tracking e. The firm heavily invests in screening potential cardholders. They implement CRM by marketing the right products to the right customers. The firm implemented personal greetings, collaborative filtering, and more for the customer. Consumer behaviourBiology and consumer behaviourand Buying decision Customer or consumer profiles are the essence of the data that is collected alongside core data name, address, company and processed through customer analytics methods, essentially a type of profiling.

A customer is abstracted to information that sums up consumption habits so far and projects them into the future so that they can be grouped for marketing and advertising purposes.

One research study analyzed relationships between consumers in China, Germany, Spain, and the United States, with over brands in 11 industries including airlines, cars and media. This information is valuable as it provides demographic, behavioral, and value-based customer segmentation. These types of relationships can be both positive and negative. Some customers view themselves as friends of the brands, while others as enemies, and some are mixed with a love-hate relationship with the brand.

Some relationships are distant, intimate or anything in between.

crm customer relationship management and process

Companies can collect this information by using surveysinterviews, and more, with current customers. For example, Frito-Lay conducted many ethnographic interviews with customers to try and understand the relationships they wanted with the companies and the brands.

crm customer relationship management and process