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Dealing with Disgruntled Customers
No matter how hard you try, in business you simply can't please everyone. You could have a highly trained customer service squadron and an award-winning product, but still you'd have some buyers who just weren't happy. The bad news is that unhappy...
Electric Power Production From Magnetic Tapes
ATHENS - GREECE, -- An individual person called Basil Dimitropoulos, who is a graduate Electrical Engineer with specialization in Magnetic Recording Applications, has long announced that he developed a project that concerns Electric Power...
EMAIL ADVERTISING.
Sending out emails these days is fast becoming a joke. To achieve an order is getting harder and harder because of the large quantity of email needed to sent out, to secure an order, My research has indicated that with a click thru rate of just 1%...
Top Ten Tips Part 1
Golden Rules For New Writers - Things you need to know before you begin. Rules govern everything we do in life; even if those rules are of the unwritten kind we abide by them and expect other people to do the same. Why should writing be any...
What is a Credit Report?
Ever wondered what is a credit report? If you've ever applied for a credit card, a personal loan, or insurance, there's a file about you. This file is known as your credit report. It is full of information on where you live, how you pay your bills,...
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CRM For Beginners – Customer Relationship Management Basics
In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of bringing the customer and the company closer together. There are many different areas in which Customer Relationship Management can be implemented. The goal of CRM is to help a company maintain current customers, as well as gain new customers.
Targeted Marketing
Targeted marketing is accomplished through collecting information about the customer. This information can be buying habits or simply demographics. The idea behind this is that a business analyzes what a customer buys and then markets specific products to that customer based on his or her buying habits. Businesses track buying habits using discount cards, and special store credit cards. Targeted marketing can also be implemented on the Internet. Amazon.com has product recommendations based on buying habits, and product ratings. Customers can also be sent e-mails that market targeted products. Marketing the right products to the right customers can significantly increase a business' sales with minimal associated costs.
Call Centers and Customer Service
Have you ever called a business to complain or ordered a product and encountered an automated call response (I.E. “please press 1 for questions, 2 for comments” etc.)? That’s CRM. Call centers that take calls and monitor customer/business interactions are often running on hosted CRM programs. CRM managers want to make call centers as efficient and customer-friendly as possible. A customer who can easily navigate through an automated system is more likely to do business with the same company
in the future. In the case of a complaint, a customer whose problems are responded to immediately is more likely to forgive and forget a company’s transgressions. Customer service is the backbone of all CRM processes and strategies.
CRM Vendors
Not surprisingly, in order to successfully collect data, manage call centers, analyze data, and make changes, businesses need CRM software. There are many CRM vendors in the world. The most widely-recognized vendors are Siebel, Salesforce.com, and Microsoft. Each of these vendors has contributed to CRM in its own way.
CRM Applications
There are many different types of CRM applications. Some CRM applications are Web-based so they can be accessed via a browser. Other CRM applications have programs built in for integrating data entries and data management across several applications. CRM vendors also have specific strategies that are unique to every client. The goal of a CRM vendor is to not only upgrade a company with the latest CRM technology, but also to design the companies infrastructure in such a way that the customer/company relationship can flourish.
Conclusion
Knowing the customer is the key to a successful business. Customer Relationship Management is the process through which a business analyzes their customers and makes changes accordingly. CRM vendors provide applications and advice on the best CRM methods. Most observers believe that CRM practices will continue to flourish as new CRM strategies and technologies are developed. For any business, a successful CRM approach is a must-have.
About the Author
Matt Hogansworth writes about CRM software and other CRM topics.
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