CRM Benefits: Customer's Perspective

Increased responsiveness + Reduced cost + Improved quality

+ Transparency of corporate bureaucracy and policies   

 

CRM Enables Organization:

to build better customer experience

to utilize better collective information and data, leading to better management knowledge

to improve support from applications and information; locate the right resources faster and find the best solutions; tailor them quickly to the customer's needs

to develop an effective management system for capturing and leveraging the intellectual capital

over time, to increase teamwork, reduce workloads, and significantly improve effectiveness and performance

 

 

 

Vadim Kotelnikov advice quotes

 Your long-term loving customer relationships will produce an endless chain of great rewards for both your soul and revenue streams.

Vadim Kotelnikov>

Vadim Kotelnikov, founder of 1000ventures - personal logo   Business e-Coach   Innompic Games icon

Konosuke Matsushita advice quotes

After-sales service is extremely important; it is through such service that you get permanent customers >>>

Konosuke Matsushita

Panasonic

Michael Dell advice

It's our goal to know our customers' needs as well as or better than they do.

Michael Dell

Dell Inc.

Jeff Bezos story lessons quotes

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

Jeff Bezos

Amazon

 

Retaining Customers

Retaining customers is usually much more profitable than acquiring new ones. An effective CRM program results in higher customer satisfaction, greater revenue growth, increased ROI, and stronger competitive advantage Download PowerPoint presentation, pdf e-book.

The highest goal of CRM is making sure your organization is keeping customers happy, discovering and solving problems as they come up to produce robust revenue and profits.

Attracting the right customers with the right offer at the right time is critical to corporate survival. Now, when the number of customers online is huge, the need for integrating customer data stores became an imperative.

Technology in the form of interactive software and pervasive Internet is changing the way we manage our customers. The widespread use of information technology (IT) in the contemporary workplace is enabling organizations to draw together technical and industry knowledge, along with skills and expertise, to improve knowledge and understanding of customer needs and requirements.

An enterprise-wide CRM system allows associates and managers across the organization to gain visibility into the customer database, and helps to promote loyalty campaigns at the store level by aggregating data from multiple sources.

   

 

 

 

Facilitating Teamwork

The processes within CRM create a system where everyone works in a team to harness resources for maximum effectiveness. Such teamwork contributes to efficiency and to consistency of standards and quality throughout the organization. This fosters faster, better solutions to customers' problems, and generates greater customer value. CRM also assists in improving focus on high value customer segments. Enabling CRM permits the workforce to own the means of production.

 

Three CRM Disciplines

Brand Management   ② Customer Loyalty Analysis   ③ Customer Value Analysis