Customer relationship management crm software
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Contact Us: AppNET Group, 265,1st floor, Millennium Shopping mall, Bajaj Nagar W.H.C Road,landmark-icici bank ATM Nagpur 440010
Email ID: [email protected] Website: www.appnetgroup.com
Customer Relationship Management
Customer Relationship Management refer to a program to manage
customer information the better CRM software . CRM give you
to Personalized and better relationships with customers are the key to
the success of an organization.
CRM software is a web based, easy to use, fast to implement , AppNET
Group CRM software solution. It automates and enhances your entire
customer relationship cycle, from lead generation to sales and customer
care to billing production .Through innovative software and processes
we help our customers to increase sales and subscription revenues,
decrease churn and increase operational efficiency.
If you go with web based CRM software in particular, it's possible to provide
an even higher level of service without breaking the bank. Customer support
doesn't have to be expensive anymore – you will soon find this out once you
begin searching for software for your company. CRM is critical to the proper
functioning of a business simply because it keeps things organized and deals
with clients in the best manner possible.
Types of CRM :- When it comes to application of CRM, three broad
classifications are :
Operational CRM
Analytical CRM
Collaborative CRM
Customer Relationship Management
Operational CRM
The operational application of CRM enables effective interaction with customers. For
this purpose various tools are used. These contact management tools aim to
reduce costs by improved process efficiency and use of media based
communication channels. These are also aimed to provide customers with a
consistent interface across all communication channels. To achieve this relevant
customer data is collected and also displayed at all customer touch points. This is
the customer master data.
Another set of data where employees' contact with customers is also logged. Banks
are an exemplary implementation of CRM as customer contact management.
Channel management tools aim to understand how customer interacts with the
company. It aims to deliver products and services across multiple channels in
effective, efficient, and consistent manner.
Analytical CRM
The data collected in operational management is analyzed to segment customers. The valuable information thus obtained is used to satisfy customers. Analytical CRM is composed of:
Pattern discovery component
Product and customer analysis component
Multitude component
Sorting and customer fractionation component
Customer value evaluation component
Analytical solutions provided for most companies are integrated view of customer across all channels and applications, campaign performance analysis, customer profitability analysis, cross-selling and up selling. The analytical solutions help answer questions like. we provide service like data warehousing also.
Collaborative CRM
Collaborative CRM deals with synchronization and integration of customer
interaction and channels of communications like phone, email, fax, web etc.
with the intent of referencing the customers a consistent and systematic
way.
The idea is not only enhancing the interactions but also to increase and
improve customer retention and liberty. Collaborative CRM entangles
various departments of organization like sales, marketing, finance and
service and shares the customer information among them to highlight
better understanding of customers.
Advantage of CRM
In business, it helps the organization in lots of ways, both in terms of
delivery more to the customers and also in terms of gaining more from
them.
Provide better customer service
Increase customer revenue.
Discover new customers .
Cross Sell and Up Sell Products More Effectively.
Help Sales Staff Close Deals Faster.
Simplify Marketing And Sales Processes.
Make intelligent business decisions with enhanced customer insights.
Strategy :
Choosing and implementing a system is a major undertaking. For
enterprises of any appreciable size, a complete and detailed plan is
required to obtain the funding, resources, and company-wide support
that can make the initiative successful. Benefits must be defined, risks
assessed, and cost quantified in three general areas:
Processes: Though these systems have many technological components,
business processes lie at its core. It can be seen as a more client-centric
way of doing business, enabled by technology that consolidates and
intelligently distributes pertinent information about clients, sales,
marketing effectiveness, responsiveness, and market trends.
Therefore, before choosing a technology platform, a company
needs to analyze its business workflows and processes; some will likely
need re-engineering to better serve the overall goal of winning and
satisfying clients. Moreover, planners need to determine the types of
client information that are most relevant, and how best to employ
them.
People: For an initiative to be effective, an organization must convince
its staff that change is good and that the new technology and
workflows will benefit employees as well as clients.
Strategy :
Senior executives need to be strong and visible advocates who can clearly
state and support the case for change. Collaboration, teamwork, and
two-way communication should be encouraged across hierarchical
boundaries, especially with respect to process improvement.
Technology: In evaluating technology, key factors include alignment
with the company’s business process strategy and goals; the ability to
deliver the right data to the right employees; and sufficient ease of use
that users won’t balk. Platform selection is best undertaken by a
carefully chosen group of executives who understand the business
processes to be automated as well as the various software issues.
Strategy :
Implementation
Implementation Issues
Dramatic increases in revenue, higher rates of client satisfaction,
and significant savings in operating costs are some of the benefits to an
enterprise. Proponents emphasize that technology should be implemented
only in the context of careful strategic and operational planning.
Implementations almost invariably fall short when one or more facets of
this prescription are ignored:
Poor planning: Initiatives can easily fail when efforts are limited to
choosing and deploying software, without an accompanying rationale,
context, and support for the workforce.
In other instances, enterprises simply automate flawed client-
facing processes rather than redesign them according to best practices.
Poor integration: For many companies, integrations are piecemeal
initiatives that address a glaring need: improving a particular client-
facing process or two or automating a favored sales or client support
channel. Such “point solutions” offer little or no integration or alignment
with a company’s overall strategy. They offer a less than complete
client view and often lead to unsatisfactory user experiences.
Implementation
In this view, internally-focused, department-centric views should be
discarded in favor of reorienting processes toward information-sharing
across marketing, sales, and service. For example, sales representatives
need to know about current issues and relevant marketing promotions
before attempting to cross-sell to a specific client. Marketing staff
should be able to leverage client information from sales and service to
better target campaigns and offers. And support agents require quick
and complete access to a client’s sales and service history.
Toward a solution: overcoming siloed thinking. Experts advise
organizations to recognize the immense value of integrating their
client-facing operations.
Implementation
Contact Us: AppNET Group, 265,1st Floor, Millennium Shopping Mall, Bajaj Nagar W.H.C Road,Landmark-icici Bank ATM Nagpur 440010
Email ID: [email protected] Website: www.appnetgroup.com
Thank You !
CRM Presentation
We look forward to handle and deliver our vigor in the
endeavor. We sincerely thank your team for the trust you
have shown on us and assure you for a responsive and
fruitful venture ahead.