Introduction
Surprisingly, many companies still forget to call back their existing customers in time and issue an invoice! Control and accounting of even the simplest operations allow you to significantly and practically without cost increase the effectiveness of the sales activities.
CRM is an interaction model that assumes that the client is the center of the entire company basis, and the principal fields of activity are measures to support effective purchasing, selling, and customer service.
Maintaining these business goals includes collecting, storing, and analyzing information about buyers, suppliers, partners, as well as about the internal means of the firm.
CRM – Customer Relationship Control
This is a method of work (processes) with clients throughout the entire life cycle of a client, aimed at achieving the main goal: creating a conveyor for attracting new clients and developing existing clients, maintaining loyalty and maximum profit from the existing customer base.
CRM software system is software that helps to implement measure and control internal standards and methods of working with clients. When implementing the idea of a CRM and/or CRM system, it is very essential to understand how and why you are going to change customer assistance and how a CRM method will help managers and executives save time on accounting and measuring parameters of customer service.
The CRM concept is about internal standards and business processes for customer service (how you want or would like to serve customers). Very often, to increase profitability, customer companies are segmented into various categories and develop several different customer service methods depending on the customer’s belonging to a particular group.
Actions of the organization
Regulations and rules for working with clients should invisibly permeate all actions of the organization:
- selling,
- purchasing,
- assistance,
- logistics,
- production,
- finance,
- additional divisions of the organization.
And although the main regulations usually affect the head department, namely three areas, the degree of customer satisfaction and loyalty also largely depends on the activities of the back office: the quality of the goods produced, delivery times, mutual settlements with contractors.
Managing relationships means attracting new customers, turning neutral customers into loyal customers, making loyal customers your business partners (agents). This scheme works in any market: we start by attracting new customers, then build relationships with these customers, make them loyal customers, and then they create a network of our attraction agents. Only competent customer relationship management allows working according to such a scheme.
Customer service key role
Customer service schedules are a chain of small elements that are often overlooked. But it is these elements that play a key role:
1. script for answering a phone call,
2. the speed of reaction to the client’s request,
3. structure of a commercial proposal,
4. loyalty program scheme,
5. offer to purchase related products and much more.
Like any scheme, a CRM plan should begin with an idea, strategy, and plan. Further, regulations and customs, methods for working with clients, job descriptions of workers are developed.
Automating the customer connection means is essential but not the primary step in building a customer-centric company. After all, a software product is a convenient means that will support existing regulations and processes and will develop together with the corporation. A foundation is being created on which an exemplary client-oriented business grows, brick by brick.