From the outside, customers who interact with your company (on or offline) should see one happy
family despite the fact that they often interact with different
family members.
CRM is a combination of policies, processes, and strategies that organize customer interactions and track customer information - the overall goal of a CRM is to attract new, more profitable customers and create close long lasting relationships with all of them.
While customer relationship management can be implemented using Outlook™ and Excel™ software, professional contact management software is required to explore the full benefits of a CRM strategy.
- Most CRM software vendors agree that a successful CRM effort requires a holistic marketing approach.
- Many initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn, and take full advantage of the information systems.
- Our primary CRM platform is Salesforce™ and we are an approved Salesforce partner. While we can provide custom built CRM solutions, we have yet to come across a need that Salesforce cannot deal with.
CRM includes:Front: direct customer interaction including face to face meetings, phone calls, e-mail and online services.
Back: all operations that affect customer interaction including billing, maintenance, planning, marketing, advertising, finance and manufacturing.
Interaction: with other companies and partners that support 'front' and 'back of house' activities.
Analysis: CRM data is used to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities. Metrics include market share, number and types of customers, revenue and profitability.
