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How important is CRM & what lakhs of SMEs like me all over India can expect to get in return for spending time & energy on this?
Free Member, Joined :12/24/2002
No of Topics Posted : 3
Reply/Comments : 3
Customer Relationship Management - CRM as it is popularly known covers concepts used by companies to manage their relationships with customers, including capture, storage and analysis of customer information. In general terms it is creating a healthy relationship with the client to make sure that all their issues/concerns are addressed & making sure they get what has been committed to them. CRM helps in identifying the real needs and problems of each customer. It helps in understanding what aspects of business are not satisfactory for the customers, what things are liked by the customers & what other things they expect out of you. CRM helps in evaluating the true potential of each & every customer for his present & future needs. It helps in creating a healthy & friendly relationship with your customers as you interact with them on fairly regular basis & provide solutions for their queries. This surely helps in generating additional sales revenues as healthy customer comes back & with him comes many more new customers.
Free Member, Joined :06/19/2007
No of Topics Posted : 1
Reply/Comments : 2
CRM is the way to go forward.Companies cannot grow if they donot focus on CRM.CRM does not show results instantly so need to be pateint.
HANSMEK INTERNATIONAL TRADING CO. LLC.
Dubai, United Arab Emirates
Free Member, Joined :06/10/2005
No of Topics Posted : 1
Reply/Comments : 6
CRM is also a Marketing strategy to build customer loyalty as its a tool to be in regular touch with customers.
Worldwide companies are spending more & more money on CRM as everybody has realized the importance of customer support. Contacting customers regularly in order to be in touch with them to solve their queries, to help them with new features certainly goes a long way in establishing loyalty with the customer.
In any kind of relationship regular interaction is must. Any customer if unhappy or not satisfied with the product/service instead of complaining to the company directly rather complain to just everybody else they know, and this leads to negative publicity of the company and this can take the business away to the competition. The frequently a customer hears from supplier/service providers to take care of customers feedback or solve their queries the more likely they will come back with a repeat order or with interest in new products.
In many business situations, the customer will have many more interactions after the sale with technical, service, or customer support people than they did with the sales people.
So if the company is serious about retaining customers and getting references these interactions are very important. These calls are to be taken seriously & handled with lot of care as the same works as base for clients renewing their services.
Free Member, Joined :06/19/2007
No of Topics Posted : 1
Reply/Comments : 2
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