Crm (Customer Relationship Management) translates to English as 'customer relationship management'. We can say that this term under an implied extensive list of questions, the main thrust of which: the development and maintenance long-term strategy aimed at the efficiency of sales and actions that strengthen customer relationships and attracting new ones. For other opinions and approaches, find out what Brian Miller has to say. The basic principles of business-crm systems are: 1. Application of the maximum number of ways interactions, including advertising projects, enterprise systems, Web technology, etc. 2.
Continuous analysis of the information used for training and managerial tasks. 3. Storing the data available at any time, with for use when working with clients. CRM system can be created within a single organization or a large group of companies, with work on specific goals marked the firm. Business strategy is built on the totality of the availability of hardware and software layer, technical support, appropriate methods of work, as well as a system of customer relationship management – Crm-system. In the last paragraph of the speech comes to information system built on the summaries of statistical, analytical and other data, which has the task to automate business as such. As a general rule, the system includes a unit-specific functions and developed in two directions, comprising the activities that are associated with the system of relationships with customers and optimization of production activities. The first group is based on principles of cooperation with customers and improve economic relations through meeting their needs.
This management system customers through retention and maximize operational synergies and to promote the ideology of the firm. Client management is based on 4-cell stages: selection, acquisition, retention and development of clients. That is, CRM-system includes the full process of client work, from choosing the target audience, which the company will be interested to get new clients, and ending with the consideration of 'life value' customer in the process of cooperation with the organization. On the other hand, crm-program aimed at addressing and economic-industrial problems: such as a reduction in costs and expenses attributable to acquisition and data processing, aggregation of information and more. In particular, issues of telemarketing, sales funnel, generation of reports, the study of the target audience, preparing conditions for further work with her and other CRM-system monitors changes in prices of goods and services firms, to its contacts, closing, and ongoing operations. Allows you to analyze the whole stratum of business transactions in the context of the company and look objectively at the current state of business. Crm program increases total profit by securing customers and strengthen the overall effectiveness of the company, solve problems such as control of the customer base, including accounting and debt payments, analysis of advertising campaigns, carried out under production, but also help achieve other goals.