CRM,is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics.
If customer relationships are the heart of business success, then CRM is the valve the pumps a company's life blood. As such, CRM is best suited to help businesses use people, processes, and technology to gain insight into the behavior and value of customers. This insight allows for improved customer service, increased call center efficiency, added cross-sell and upsell opportunities, improved close rates, streamlined sales and marketing processes, improved customer profiling and targeting, reduced costs, and increased share of customer and overall profitability.
CRM success stories:
Alta Resources
Alta Resources is an outsourcer of customized sales and service applications such as call center management and customer data analysis applications. To keep up with increasing internet and global demands, Alta needed a CRM solution that integrates its clients' business processes with its own applications.
Bedfordshire County Council
It's not surprising that the public sector has turned to higher-tech CRM solutions in the past few years. SAP worked with the Council to create a CRM solution that makes the Council more efficient and enhances communications within its own department, with private companies, and with the general public. Bedfordshire County, and other communities worldwide, has realized that CRM has huge potential benefits to the efficiency of our government agencies, and can change the way government interacts with the public.
Three Rivers Pharmeceuticals (3RP)
3RP is an example of a start-up company that implemented a CRM solution from the beginning in order to maximize its profits and efficiency during this most important growth period.
American Airlines
American Airlines wanted to better understand its growing customer base, specifically the members of its AAdvantage Travel Awards program.Using this system,greatly increase their profitability by retaining customers in an increasingly dynamic and competitive industry.
Is your company looking to provide better customer service?
Do you want to increase your revenues?
Dont you want new customers?
Looking forward to simplify sales and marketing solutions?
Would like to make call centers more efficiently?
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1 comment:
Nice article !!
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