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Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends. CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.
Phases
The three phases in which CRM support the relationship between a business and its customers are to:
• Acquire: CRM can help a business acquire new customers through contact management, selling, and fulfillment.
• Enhance: Web-enabled CRM combined with customer service tools offers customers service from a team of sales and service specialists, which offers customers the convenience of one-stop shopping.
• Retain: CRM software and databases enable a business to identify and reward its loyal customers and further develop its targeted marketing and relationship marketing initiatives.
Bebefits of CRM
The use of a CRM system will confer several advantages to a company:
• Quality and efficiency
• Decreased costs
• Decision support
• Enterprise agility
Why CRM?
Why should a Company invest in a CRM System and use it as part of their short term and long term operations
• It's difficult to share customer information in a team environment and see a reliable and holistic view of all customer interactions
• It takes a lot of effort to produce or get hold of key management reports
• Sometimes you wish you could track leads more efficiently
• You may have lost revenue because of mishandling or losing potential sales opportunities
• You'd like to be able to take advantage of bulk discounts when ordering products for resale, but you're forecasting and pipeline management has let you down in the past.
• You'd like to be sure which of your customers are the most profitable
• There isn't a single, overall view of all customer touch points across your organization
• You or your staff have lost or can't easily find valuable customer information
• Your company needs to respond faster to enquiries
• Your Company could be outgrowing applications such as Microsoft Outlook and Excel.
• It's difficult to profile and target customers for marketing campaigns
• There's repetitious, multiple entry of information across different software applications
• You have very little real-time accurate information and data
• You're finding it hard to develop your sales team through lack of accurate, comprehensive and up to date KPI and analysis
• You find it time consuming to analyze, and may not be convinced of the accuracy of sales team data, such as conversion ratios from lead to opportunity to win or lose
• You're unable to confidently predict cash flow or manufacturing and production requirements because your forecasting and pipeline management isn't always right.
A well built CRM system is a technology and methodology which provides seamless integration of every area of business that touches the customer - marketing, sales, customer service support and areas which the customer may not see: finance and accounting integration with your system. CRM moves the company from a product centric focus to a customer driven focus. Making good use of superior CRM to manage and share information is a key competitive advantage for businesses today. CRM products and services make it easy for customers to conduct business with an organization in any way they want regardless of the communication channel they operate through.
Why C-KON
C-KON is the CRM system developed by CTK Solutions to connect the customer with an organization. With this Solution we are hoping to bridge the gap between your Company and customers. A CRM system covers many different functional areas, including many aspects of sales, marketing and customer support and service. However, a business may use a given CRM system for only part of their business activities. Not all business use all CRM system capabilities. CRM systems therefore need to support a wide range of usage scenarios as required by diverse business. C-KON allows organizations for managing its Sales, Marketing, Customer Support & Service and Inventory Management in a single business system.
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