subject: Customer Relationship Management Principle and Solution [print this page] Internet, nowadays, is becoming both a marketing and sales channel, which is redefining customer shopping patterns and behaviors. As we know, the differences in product pricing and margins are becoming less and less. Customer relationship management (CRM) is a very possible area to compete for advantage. What is CRM? CRM is an essential part of modern business management. It focuses on the relationship between the organization and its customers. The scope of CRM can vary dramatically. Successful organizations use three steps to build customer relationships: Firstly, determine mutually satisfying goals between organization and customers; secondly, establish and maintain customer rapport; thirdly, produce positive feelings in the organization and customers. When building the relationship, organization and its customers both have sets of conditions to consider, such as wants and needs of both parties. Organization needs to make a profit to survive and grow; Customers want to receive quality products and good service at a reasonable price. However, good CRM can influence both sets of conditions in order to achieve the purposes. Why most of forward-thinking organizations devote lots of energy and resources to CRM? CRM can have a great impact on the organization. The most important is that CRM shifts organizations focus from product to customer. Then, CRM makes organization to analyze and offer what customers require, not just sell what organization produced. In addition, CRM makes organization highlight customer service and competencies. In short, the ultimate purpose of CRM is to increase profit. Some people may think CRM is to provide a better service to the customers than the competitors. However, a real CRM is not only better customer service, but also includes reducing costs, wastage, and complaints. CRM also enables close and instant market research. Open communications with your customers give you direct feeling to your products, services. It can help you improve your products and services in order to build customer satisfaction and loyalty. With a better customer reaction, the staffs also work more effectively and more efficiently with less work pressure. How to improve CRM? Communication is central to customer relationship. In terms of CRM, a good communication have to be consistent and of high quality, which can determined by on time, focused, relevant, reliable, coherent. A lot of tools are developed to assist customer supporters to improve and strengthen communications with customers, such as live chat, newsletter, and forum. However, most of these tools are independent, which is not very powerful enough to meet enterprises needs. For example, how to record the communication history and turn it into knowledge for sharing with other staffs and customers to cut costs? Since enterprises need to build the infrastructure of these tools and hire staff to maintain it, it would cost a lot. Based on these considerations, a new solution is proposed. What do you think about fully integrated multiple communication channels to provide more satisfying customer support and more effective communication, which can include Live Chat, Newsletter, Forum, Knowledge Base and Ticket System? How about delivering these products as FREE SaaS/Hosted applications and fully managed by developer? So you can totally enjoy the communication solution to improve your enterprises customer service without any pay. These solutions have already been provided for you. 100% Communication, 100% Success In this customer-oriented market, CRM is broadly recognized a competitive area to win market share and business success, while communication is a key factor to achieve a good CRM. In conclusion, it is really worthwhile to devote energy and resources to CRM.
Customer Relationship Management Principle and Solution
By: Sabrina Gage
welcome to Insurances.net (https://www.insurances.net)
