|Customer Service Information||
Let us create a 3d Digital eBook for you! DigyCat.com
CRM - Its Relevance
In today's demanding economy, the first line of any business during economic uncertainty is to get closer to the customer. Customers often want information along with a quote or invoice on the spot. With lack of information, the customers do not fix loyalty to a particular product or service and tend to depend on impulse decision. The companies are no exception to this. In the process "hot prospects" turn ice cold. Speed of information flow and speed of converting information into prospect are vital factors for survival. So access to data is a must. E-business has revolutionized the way for business to interact with customers.
What is CRM?
Business's effort to get closer to a customer is considered Customer / Constituent Relationship Management (CRM). CRM is a concept that combines management thought and business practices. CRM is about developing, implementing business strategies through supporting technologies to narrow down the gap between an organization's current and potential performance in terms of customer acquisition, growth, and retention. The sole purpose of CRM is to connecting the company to its customers and providing direct support. It is an effort of the business to personalize, source business intelligence and warehousing customers' requirements.
CRM is re-designing of functional activities to drive the process of re-engineering. Its focus is on managing and optimizing the entire customer life cycle. Customer / Constituent Relationship Management (CRM) encompass the totality of the business processes that an organization performs to identify, select, acquire, develop and retain its customers. CRM encompass a wide breadth of functionality. CRM improves Return on Assets. The asset in this case is the customer and potential customer base. In other words, Customer / Constituent Relationship Management (CRM) refer to management of all interactions with the customer that an enterprise indulges in.
Today, enterprises are finding that they no longer have the initiative. Customers are now empowered by ready access to information and have greater access to businesses than ever before they are demanding. It is essential to excel with each customer by sales, service agents, traditional face-to-face interaction, while contacting by phone, fax, and e-mail correspondence.
Management is interested in improving productivity, profitability and enhancing management/operational information and reduction in cost of handling customers. The organisation is interested in high powered continuous information for analysis. CRM aims in improving the ability to plan and use finite resources, increase customer support, improve the customer experience, improve morale for customer support personnel and reduce the cost of providing service and support. CRM integrates all the different requirements of different functions to that of customer's requirements by co-coordinating and unifying all points of interaction to provide a big and better picture on customer satisfaction. This functionality is portrayed as:
? CRM (Customer / Constituent relationship management),
? CRM process management, and
? CRM access management.
CRM is critical to all industries, a dominant business driver. CRM based business objectives are for improving customer service, enhancing customer relationships and reducing distribution (channel) costs. Customer / Constituent Relationship Management (CRM) helps an enterprise build a database about its customers. Therefore, management, and functionaries of management could access information about all areas for value addition. Benefits of CRM
? To develop and design strategy for their business
? To develop business intelligence
? To develop innovative solution
? To improve customer service relationships as a competitive differentiator.
? To integrate customers' view in changing market conditions
? To achieve business objectives, increase service level commitment
? To provide investment protection by increasing profitability, productivity & cost reduction.
? To re-engineer business strategies.
? To transform business.
? To transform to a common form of user interaction with the enterprise.
? To identify primary determinants of loyalty.
? To understand the reason why customers defect.
Hurdles in implementation:
? Lack of awareness,
? Slow adoption rate,
? Lack of proper databases
? Usage of old processes
? Implementation of CRM in a phased manner.
? CRM is seen only as a technology that automates certain processes
? Lack of understanding of the concept
There are many reasons why CRM has not taken a leap. Though there are technologies and systems to gather useful information about their customers, they either not use the system to collect information or do not use the collected information. CRM solutions are seen among many as just a software packages for call centre management and not as a strategic initiative to customer relationship management.
An effective CRM is the one that enables an organization to easily gather critical information that becomes a valuable resource for improving both the top (revenue) and the bottom (profit) lines. The top line is improved by increasing sales through better data management, and improving marketing effectiveness by collecting, analyzing, and using valuable customer information. The bottom line is improved by reducing service times and costs, and by improving the general productivity of the staff.
Some realise the importance of service as a differentiator due to stringent competition. It is service that drives organization to CRM solutions. This will only change when management truly understands and is committed to CRM as a way of doing business. A total appreciation of CRM is gaining momentum.
J. Solomon Prabakar
Customer Service - Google News
This RSS feed URL is deprecated, please update. New URLs can be found in the footers at https://news.google.com/news
What Every Employee Should Know About How to See Customers Problems from Their Creative Side
Customer Service is a blessing and a curse; a blessing to the customer and a curse to you, the employee. At least so it seems.
Top 10 customer service tips
1. Hire people who have a service attitude.
Cultivating the Trust Factor
In today's highly competitive economy, it is difficult to maintain a significant market advantage based on your professional skills alone. Developing a trusting relationship with your clients is key to your success.
Customer Service Tips - Is Your Business A Leaky Bucket?
Customer service and customer service training are vital for any business.But, is your business a leaky bucket?This is a question I always ask small business owners who attend my marketing seminars.
What Every Manager Should Know About How to Win the Loyalty of Customers
Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team.
Dissatisfied or Rude Customers Can Be Satisfied Customers
On a recent airline flight I was an upset customer. I was arriving on a late inbound flight and connecting with the last flight out on the same airline, but the connecting flight left without me! At first, I was furious when told to wait in a line of 300 people to resolve my problem.
How to Walk the Floor and Talk to Customers
This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision.
Sending Mixed Signals Can Send Your Clients Away
I call it the "wave and roll."You walk up to an intersection.
Customer Feedback: Everyone has an Opinion - USE IT!
Have you ever been in a department store and known exactly what you were looking for but couldn't locate any staff to help you find it? Think of your website as your very own department store, and your contact numbers, email addresses, and FAQ's navigational buttons as your staff. Without these handy interaction tools, your purchaser will get frustrated and E-shop somewhere else.
Quality vs. Quantity
There is a battle in Call Centers. The teams are Quality vs.
Invalid Excuses for Poor Business Results - The Weather
Note to Kmart: It wasn't about the weatherIn the 1970s Kmart was the retailer to beat. No matter what happened, they seemed to turn profit.
Retail Store U-Scan Machines: Self-Serve or Voluntary Part Time Job?
Do many of us realize that we are working an unpaid part time job for the grocery stores and some home appliance stores? We are ringing up our own goods, are not getting any price discount for doing so and are saving these retailers money.Each self-serve lane contains two to three self-serve scanners.
Your Career Plan--Think Like A CEO
You've been going 6-to-late; exhausted by running the supersonic treadmill of life and wish you had a different job. But you can't because you have no time and you're left spent at the end of every day.
You MUST Sweat the Small Stuff
It's The Little Things That Make or Break a Small BusinessIf you make a poor impression in small things, why should customers trust you with larger ones like buying your product regularly or giving you a big order? In the last two days, I've seen this simple fact proved three times.I ordered software from Company A.
What Every Manager Should Know About How to Learn from the Complaints of Customers and Employees
Listening to complaints, whether they're reasonable or not, is a part of every manager's job. Sometimes complaints can be overwhelming.
A New Way To Handle Complaints, Or Is It?
What a lot of money we have been wasting on dealing with customer complaints.Instead of dealing with them and attempting to satisfy the customer we should create a process that makes complaining so difficult then when customers complain they get such a huge negative experience and never receive any satisfaction.
Putting The Serve Back Into Customer Service
Good service is easy to spot and hard-to-find. Mediocre serviceoccasionally stands out but only because it's the cream-of-the-crap.
Breaking the Ice and Winning Over the Client!
Wherever you turn these days you'll find articles covering every business strategy and tactic available to man, from how to make a great presentation to strategies for success all the way to negotiations and prospecting and getting a client to commit. But hardly anyone touches on the subject of breaking the ice with a new client and winning them over.
Businesses Need to Rehumanise
Big companies and corporations have lost the human touch. The question is, when will humanity catch on, or like robotic sheep will we do whatever the business shepherds tell us, no matter how bad we are treated? I am talking from firsthand interaction here.
Marketing as a Spiritual Practice
"Marketing as a spiritual practice." It sounds contradictory - how can sales and promotion possibly be considered spiritual? But the secret is, once you truly understand that marketing isn't all about struggle, jargon, tricks or gimmicks, spiritual practice is the very root of success.
AusTrade Domain Is For Sale - $15,000 For Enquiries eMail Us
© www.AusTrade.biz - 2012