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Customer Relationship Management (CRM) System

What exactly is customer relationship management (CRM)?

Our customers all over the world have taught us that customer relationship management is a continuous business process to identify, acquire and retain customers. Very often, it is mistaken for a technology system or software that does the job. However, we believe that 80% of the effort should focus on the people and business processes that make the CRM initiative successful. Technology enhances those processes.

Organizations often initiate CRM programs when they face the following issues:


Inefficient Management of Customer Records/History
  • No centralized repository/system for customer information and history
  • Marketing department unable to profile customers
  • Difficult to search and maintain customer data
  • Inefficient sharing of customer data between marketing, sales and/or support staff

Marketing Challenges and Inaccurate ROI Measurements
  • Unable to track leads response to direct marketing campaigns
  • No online/automated capture of leads to distribute data entry effort
  • Poor visibility into business performance

Integration
  • Existing CRM system is not integrated with other back-end applications and provides limited functionality

Support Challenges

  • Difficulty in tracking customer request/complaints
  • Unable to monitor service officers productivity and effectiveness.
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