Building Customer-Centric Organization-Customer Relationship Management.
- provide better customer service
-make call centers more efficient
-cross sell products more effectively
-help sales staff close deals faster
-simplify marketing and sales process
-discover new customers
-increase customers revenues
Evolution of CRM
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Operational CRM: support traditional processing for day to day front office operations or systems that deal directly with customers
Analytical CRM : supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers.
CRM success factors :
- clearly communicate CRM strategy
- define information needs and flows
- build an integrated view of the customer
- implement in iterations
- scalability for organizational growth.
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