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Excellent customer service is about being aware of customer needs and reacting to them effectively. CRM helps you to understand, anticipate and respond to your customers' needs in a consistent way, right across your organisation.
Every interaction, whether it is an inbound or outbound call, e-mail, or web-based collaboration, provides an opportunity for you to win new business and boost customer satisfaction.
CRM will help your business if you view it as a set of tools that let you do more for, and get more from, your customer.
CRM can:
- Develop better communication channels
- Collect vital data, including customer details and contact histories
- Create detailed profiles including customer preferences
- Provide instant, company-wide access to customer histories
- Help identify new selling opportunities
How can you measure CRM benefits?
CRM benefits can be measured and quantified. Using CRM applications can lead to increases in profit from:
- Reductions in operating costs – staff can more easily find relevant data so do more in the same timescales
- A higher percentage of cross-selling due to offering a single point of contact with your company
- More success in attracting new customers and closing deals faster, through quicker and more efficient responses to customer leads and customer information
- Simplification of marketing and sales processes by understanding customer needs
- Better customer service - through improved responsiveness and understanding that builds customer loyalty.
Key points:
- Sales Force Automation - Support the selling process from lead qualification to closing the business.
- Marketing Automation - Target the best customers, manage marketing campaigns, and generate quality leads.
- Customer Service - Resolve customer issues after the sale responsively and professionally.
- E-Commerce - Automate marketing, sales, and service with an Internet-based system.
SysAdmins has trained and experienced professionals with an excellent track record in implementing CRM products from leading vendors like Microsoft.
The introduction of a CRM system is of strategic importance to a company. In order to manage the implementation effectively a number of stages need to be gone through.
- Structured analysis of existing business processes and technology infrastructure
- Set-up and configuration of a CRM application to best fit existing business processes
- Customise development of features as identified by the GAP Analysis recommendations
- Web-integration with existing intranet/ extranet applications
- On-going maintenance and support including training
SysAdmins offers expert consultants to work with your staff during the implementation, integration, and development projects.
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