Covers concepts used by companies to manage their relationship and management with customers, including the capture, storage and analysis of customer information.

Aspects of CRM:

1. Active CRM

• Centralize- Gathers the facts into one system
• Organize- Improves customer association by managing and analyzing data
• Automate- Automates business tasks based on data source or data type

2. Operational CRM

• Provides support to front office business process.

3. Collaborative CRM

• This is the direct interaction with the customers.
• The point of collaborative CRM includes cost reduction and service improvement. It gives a 360 degree feedback to customers and generates better customer insight.

4. Analytical CRM- examines customer data

• Carries out targeted marketing campaigns to optimize marketing effectiveness.
• Carries out specific customer campaigns
• Examines customer behavior to aid product and service decision making
• Manages decisions
• Risks assessment and fraud detention especially with credit card transactions

Strategy – CRM is not just a technology but an advance in an organization’s philosophy in dealing with it’s customers. It includes policies/processes, employee training, marketing, info systems etc. It is significant that any CRM execution considers not only technology but the broader organizational requirement.

Data gathered in CRM system is considered customer privacy and customers are assured that their information is private and not seen by third parties.

Purpose of CRM software is to address the needs of marketing, sales and distribution, customer service and support divisions within. The point is to produce more profit by providing a better service to your customers. The CRM software manages the customer through the entire lifecycle, from prospect to qualified opportunity to order. The CRM reduces costs, wastage, complaints, and reduces stress as the services improve.

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With customer satisfaction as our ultimate goal, we are proud of our track record for continuous business engagements with clients and are committed in keeping Zortek systems as the world’s fastest growing supplier in its field.

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