Customer Relationship Management [CRM] is a business strategic tool which helps in developing great relations with your customer. The prime factor here is customer satisfaction. CRM is a process where a company with the aid of technology, sales team, marketing and various other methods interact with their customer. This interaction is vital to have feedbacks, to earn leads and to develop that relationship which can be nurtured over several years, also to have strong product base.
The term CRM is not new term; but, yes the significance has increased many folds in today’s scenario. It has now become more professional, technology driven and practical in its approach. Its whole sole focus is on customer needs. Today, companies are expanding and exploring new markets their customer base is increasing and becoming more versatile. By going global they are facing cultural and regional issues, they have to adapt new strategies and methods of understanding their customers in different regions, while accomplishing their aim of serving new customers better.
Having a system in place helps the company to better understand the customer and their needs which assist them to bring those product and service in market. This also help companies sales to increase and gain profit. Further the communication gap which was there in the organizations and departments is filled by CRM departments in place now. This also helps the company to do cross selling and up selling to their customer base.
CRM is vital and many analysis reports released by this department are worth reading. They release the changed customer behavior; understand the gap in customer expectation and product delivery and many more aspects. Therefore it is equally important to have experienced and analytical people in CRM department. Every word of there is taken up seriously. One statement made by this department leads to changes in complete strategies and future plans for any organization.
CRM for external customers: With better ways and mediums to commute with the targeted population – CRM is a handy software medium. Customers are also happy to know new updates from the company. They feel the sense of belongingness with the organization and their product(s).
Ways to reach customer: With the technological innovations happening everyday and its reach to everyone is just a click away. Companies and CRM are trying their best to change their ways to interact with their consumers and targeted customers/ clients. Social Media is these days one best solution, being adopted by everyone.
How CRM works? The system help examine the past purchase patterns, which demographic where those purchase happen, which the people who purchased these product and what are made them purchase the product. These insides give the company idea what customer needs and wants are and what are they expecting from companies product.
Through, the touch points of the company i.e. there sales, marketing and customer service companies are understanding more and more about their customer and with the assistance of systems like CRM more and more companies are delivering better service and product to their increasing customer based throughout the world. Even though companies are based in different countries they can still cater their customer in any part of the world as they can identifying and understand their customer and bring the right product, at right time, at right place with right price, thus enjoying more loyal customer and healthy margin for themselves.
Companies have understood this mantra well that customer is king – We have to act as per the customers!!!