What is CRM?

Customer Relationship Management (CRM)

The fact that the enterprise which offers the commodity and service constructs, with the customers, long-term continuous intimate reliance relationship by the value and converts the effect maximally, the comprehensive management technique which aims toward the benefit of the customer and the fact that it improves the profit of enterprise. CRM was explained in various ways according to age.

As for CRM the customer individual correspondence which is explained in various ways according to age.

Brief History of CRM

On the nineties latter half when CRM starts making a noise, accurately it grasps & understands the taste and needs of the customer. By the fact that precise goods and service offer is done in consequence of that, it raises customer satisfaction, converts customer royalty maximally, assures customer enlargement and customer maintenance.

In which you say advancement of individual correspondence was emphasized. It is thought that One to One marketing concept of permission marketing has influenced in this. As a IT solution, in the Web sight, , you can start offer the best concept in Customer Relationship Management Software.

In addition this time, CTI (computer telephony integration) it depends, it was introduced into many enterprises the “coal center solution” as a “CRM system”. There was a technology, CTI from time before that, but it was accepted anew by the dressing up of CRM.

When there is arrival to coal center, depending upon the system, “CTI+ customer database”, the customer data is indicated in the computer picture of the operator seat in simultaneously in automatically and (screen popup), as for the customer it becomes possible to receive precise correspondence, without one by one being able to ask name and address and past purchase past record etc.

This improvement of efficiency of customer satisfactory improvement and operation becomes the aim.

Customer analysis

Consequently, it is not efficient if the customer satisfactory improvement promotion for all customers, discrimination conversion of the superior customer. It is something where the marketing point of view is analyzing the customer database, analyzes & extracts the superior customer, raises the latent superior customer in the superior customer via campaign and others.

Originally, as for CRM, the customer enclosure included a strong value. You do not understand who is the superior customer. The promotion must be done with the same technique as mass marketing, you can call the thing which compensates the point. You probably can say that a database marketing. There is influence in relationship marketing and so on at this point in time. In addition, business intelligence, data mining and other that related for your company.

Customer channel integration

CRM information is shared in the customer between the section which such as sales, marketing and customer service has relation.

Irregular customer correspondence is avoided, when the fact that toward effective customer approach aims with seamless. Perhaps you can call the thing which expands SFA which is limited to sales support corresponding process to all customers. It is derived from the thought of concurrent marketing.

It is not management relationship with the customer, but the relationship with the customer focusing on customer central knowledge management. You probably can call it the nuance processes the respective company management.

As for the IT solution which supports the execution of CRM, service of the customer database is core. The information joint ownership in front office section with this database is assured. It is quick and the system which aims toward appropriate customer correspondence to the operational of CRM.

Updated in March 17th, 2007 | Posted in CRM Technology |

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