In today’s business environment the notion of customer relationship management (CRM) becomes each time much more important. CRM is a broad term that covers concepts used by companies to manage their relationships with customers, including the capture, storage and analysis of customer information. The core of this system is about acquiring and retaining customers, improving customer loyalty, gaining customer insight, and implementing customer-focused strategies. A true customer-centric enterprise helps your company drive new growth, maintain competitive agility, and attain operational excellence.
CRM system is aimed at the followings tasks solution:
- client base centralization;
- synchronization of different subdivisions work with clients;
- customer support improving;
- increase of your enterprise competitive capacity;
- exposure and maintenance of your VIP-clients:
- Pareto's rule: 20% of clients make the 80% of profit;
- transaction with an existing client will be less expensive (in 5-10 times);
- the disappointed client tells on average 10 acquaintances about the failure;
- 5% increase of permanent buyers share raises company's profitability by more than 25%.
Also CRM-system accomplishes the typical automation tasks:
- company's documents circulation automation:
- paper documents escape;
- hierarchical centralized electronic document warehouse and document templates organization;
- tracing of document state and route, its correlation with other documents;
- management projects automation:
- employee time planning;
- project resources planning;
- project implementation control;
- company's knowledge base organization;
- information access right distribution;
- company's business processes automation.
These tasks solutions promotes work efficiency and company's profit in times.