Customer Relationship Management Essay - 919 Words

The main goal of Customer relationship management is to create a strong bond between customers and the company. The strong bond can be build by focusing on the two main objectives of CRM. Providing the organization and all of the employees that treat customers with a single and complete view of every customer at every touch point and across all channels and providing the customer a single and complete view of the company and its extended channels (O’Brien, A Marakas, G. 2004). To provide tools that help companies satisfy their customers, Customer Relationship Management Systems include different technologies. They use software such as SAP AG, Oracle, Siebel Systems, Epiphany, and People Soft. All of the mentioned software are†¦show more content†¦Customer relationship management systems help services representatives to improve customer services and to support clients. Service representatives use call center and help desk software to satisfy clients. Call center software transfer customer calls to agents based on the kind of service the customer need and the agents experience in the subject. When customers have any problem or are insure about a service or product, representative uses help desk software to give clients the needed data. It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily doShow MoreRelatedCustomer Relationship Management Systems And Customer Relationships1128 Words   |  5 Pagesrepresentative of the business, and a customer. The customer has a problem or need and the salesperson seeks to address it. From the first line of communication, the salesperson assesses the situation and decides the best solution from their product or service line. Using intuition and skill, the representative leads the customer into buying the best product with hopes of turning a profit. Every exchange is important and will often determine if they customer will return to the business the next timeRead MoreCustomer Relationship Management : Definitions Of Customer Relationships966 Words   |  4 Pages2.1.1. Customer relationship management Definitions of customer relationship management Kumar and Reinartz (2012, p.4) defined CRM as a process companies analyse marketing database and leverage communication technologies to find practices and methods to maximise lifetime value of each customer to the firms. In this definition, the authors focus on customer value which is the economic value customers receive after they interact with the organisations. The most important part of a CRM strategy isRead MoreCustomer Relationship Management1204 Words   |  5 PagesCRM Customer Relationship Management CRM is a Strategy Most people believe that CRM is just a system that will run their business without making any efforts which is totally wrong. The CRM is a strategy that is run by people to acquire, manage, select, grow and retain a strong relationship with the right customers with the best long-term profit potential. 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CITATIONS EXECUTIVE SUMMARY This paper discussRead MoreProjects: Customer Relationship Management and Customers10208 Words   |  41 Pagesâ€Å"EFFECTIVENESS OF CUSTOMER RELATIONSHIP MANAGEMENT PROGRAMME IN STATE BANK OF INDIA† Submitted In The Partial Fulfillment Of Degree Of MBA Batch 2006-08 SUBMITTED TO: - SUBMITTED BY:- Mrs. Riya Sharma Rishi Gupta (Project Guide) Roll no. 0471483906 [pic] MAHARAJA AGRASEN INSTITUE OF TECHNOLOGY PSP AREA, SECTOR-22 ROHINI, DELHI—110085 Ph: 25489493- WHOM