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What is CRM?
CRM refers to the methodologies used for better and effective management of customer relations. It helps an enterprise understand, anticipate, analyze and manage its current and potential customers.
CRM A Shift from the Traditional Marketing concept! How did it develop?
1980s witnessed a drastic change of customer power. Supply exceeded demands that broke the monopoly of manufacturers. Customers got more options to choose from. Sellers had reduced control over the market.
Solution was
Improve customer relations for better customer retention and acquisition.
1. 2. 3. 4. 5. 6.
Realization: The company offers the products/services I require Convenience: The product/services are easily accessible Trust: The quality of the products/services is fine Satisfaction: The transaction is smooth Relation: The company understands my needs and acts in my favor Loyalty: The relationship is mutually beneficial and most importantly on my conditions.
A feature rich CRM system analyzes customer data and helps an enterprise identify its most loyal customers. Sales, marketing and customer-service professionals can focus on the loyal customers to continue enjoying their allegiance.
Identify/Recognize
Categorize
Interact/Communicate
Identification
Customer identification is important to know
Customer identification is important to know -
A CRM acts as a unified platform for sales, marketing and customer-service professionals to identify customers quickly (without juggling between different communication channels).
Categorization
According to researches, 20% of the customers (if loyal) account a substantial amount of overall profit. To generalize them with other regular buyers can cost an organization dearly. CRM helps categorizing loyal customers which further helps sales, marketing and customer-service professionals to understand
1. 2. Current value of the customer to the organization Lifetime value of the customer to the organization (whether and how much will/can contribute to the organization).
Once the value is understood, organizations can customize their approach to them.
Interaction
Interaction = direct information from the customers = precise understanding of their needs = serve them in the most exceptional way than other competitors.
CRM helps company professionals capitalize on customer interactions to build stronger and greater business value. Their interactions convert into collaboration which is mutually beneficial for both parties.
A well structured CRM system provides aggregate customer records, past transactions and purchase patterns for an exact customer-specific analysis.
1. 2. 3. 4.
Which customers will buy products regularly ? Which customers will likely take part in different marketing campaigns ? Which customers can switch loyalty ? What type of communication the company should make to the customers ?
Right choice of CRM vendor and right planning of CRM implementation guarantees success. To make the most of your CRM investment, make sure you focus on both these factors.
1. 2.
Single interactive dashboard screen Controlled data access through team management tools 3. Daily activity management from calendar dashboard 4. Automated sales process 5. DRIP marketing automation 6. Customized collaborative reports for daily update 7. Easy & accurate data import 8. Unified social platform for employeecustomer collaboration 9. Easy customization solutions to suit different industries 10. Easy storage and sharing of documents 11. Google App Integration
$9/user/month
$29/user/month
Premium
$649 for annual purchase
All Pro features plus Custom Fields 5000 emails per month 4 GB Storage Automation Rules Products Quotations Invoices SocialCRM* Fax Integration App Store
$59/user/month
Contact Us
Have a few queries? No issues! Speak to our consultants.
Converge Enterprise 39899 Balentine Drive, Suite 200 Newark, CA 94560 Ph No - 855.411.CRM9 Ph No - 510.924.1683 Email - info@convergeenterprise.com www.convergeenterprise.com