CRM

CUSTOMER RELATIONSHIP MANAGEMENT

What Is CRM

You get engaged in Customer Relationship every day, and you do not even realize it. Every time you call a prospect to remind him/her about an upcoming event or send an e‐mail, you are managing this relation.

Simply put, Strategic Customer Relationship Management (S.CRM) is a business strategy to acquire and retain profitable customer relationships. In other words, it focuses on the power of data to affect and grow a business successfully.

CRM STRATEGY

company’s sales potential

investment

leads

Saving time and money by reducing administrative costs

Improving decision‐making and strategy for sales, management and executives

Yield with up-sell & cross sell

INTEGRITY OF BUSINESS APPROACH

Operational CRM

It provides support to front-office business processes that involve direct interaction with customers through any communication channel, such as phone, fax, e-mail, etc. The details of every interaction with customers, including their requirements, preferences, topics of discussion etc., are stored in the customers’ contact history and can be retrieved by the organization’s staff whenever required.

Collaborative CRM

It allows easier collaboration with customers, suppliers, and business partners and, thus, enhances sales and customer services across all the marketing channels. The major goal of collaborative customer relationship management applications is to improve the quality of services provided to the customers, thereby increasing the customer’s loyalty.

Analytical CRM

It enables to analyze customer data generated by operational CRM applications, understand the customers’ behavior, and derive their true value to the organization. This helps to approach the customers with pertinent information and proposals that satisfy their needs. The analytical customer relationship management applications use analytical marketing tools like data mining to extract meaningful information that help to improve performance of the business.

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