Customer Relationship Management


Customer relationship management (CRM) is an introduction to each customer more closely to create two-way communication with managing a mutually beneficial relationship between customer and the company.

In this post, the production and content of talk about CRM with a focus on business management from the perspective discusses the impact of CRM on the traditional enterprise and business e-commerce environment in the model and how to implement CRM. Contact the current situation, the level of customer service the company's e-commerce era in enhancing the competitiveness of enterprises play an important role.

Customer Relationship Management  crm

Component Customer Relation Management (CRM)
Major component of CRM is the Sales Force Automation (SFA), which can help the sales representative to manage accounts and track opportunities customers, set up a list of contacts that customers have, adjust their work schedule, providing online training that can a solution for long-distance training, and establish and oversee the flow their of their sales, and also help optimize the delivery of information to the new sharing.

Goal and Objective Customer Relationship Management
The ultimate goal of CRM is to improve long-term growth and profitability through a better understanding of the habits (behavior) customers. CRM aims to provide more effective feedback and improved integration to better gauge the return on investment (ROI) in these areas.

Sales Force Automation, which became available in the mid 80s is the first component of CRM. Sales Force Automation, call center and automated field operations in the same lane and entered the market in the late 90s began to join into the CRM market. Just as ERP (Enterprise Resource Planning), CRM is a very comprehensive system with a lot of packages and options.

Customer Relationship Management on Its Advantages 
CRM (Customer Relation Management) is a business strategy that is oriented to the customer, with the aim of ultimately maximizes corporate profits and customer satisfaction.

CRM functions are divided to support the company's business activities, such as sales, marketing, customer service, service, HR, and so on. It is clear that the characteristics of a CRM are to integrate the parts that have a link with the customer.

Competition today's business can not only rely on product alone, driven by increasingly intense competition, also due to the advancement of information technology itself, the need for a CRM system will be increasingly felt day by day. Operationally, CRM supports front office business processes such as sales, marketing, or service.

Note that these activities are very closely linked and interact with customers. All activities are stored in a historical database form a knowledge base, and the staff in the company's CRM users can retrieve thr required information. Strategy and CRM system are very diverse, both in terms of complexity and scope, but an outline of the CRM system will try to get, improve, and sustain customer.

In forming a stronger bond with customers, relationship marketing can be done through three approaches, namely:

1. Financial Benefits
Financial and economic benefits in the form of cost savings incurred by the customer, giving vouchers,  gift  directly from the packaging in the form of plates, cup, spoons, and other gifts.

2. Social Benefits
The benefits are to help improve relations with studying the needs and wishes of the customers even give something personal.

3. Structural Ties 
Structural bonding will help a stronger relationship with the customer. The company will always help customers to provide information about everything that will help consumers.

Strategy on Consumer Service Management (How to get new customers?)

Get to know you customers
To promote your business, you must focus on people who appreciate the values you profess. Your strengths (or competitive advantage) will help you focus on the people who most appreciate the product service. For example, if your location is an excess then the customer will also reflect the location of your choice. If high quality is your excess, then your customers must appreciate the quality.

Create a meaningful impression 
The key in successful marketing is to deliver the right message to the right people for your budget allows. Therefore, you need a message that tells your target market why they should do business with you.

Recognize your strengths
People buy from you  because you are doing something for them that other people cannot do. Understand this, and you've done the first step towards better marketing.

How to improve relationships with loyal consumers?

Pay attention before and after sales
Most market participants focus only on the offers that they convey, regardless of the wishes of consumers. Errors that often make consumers denial directly to the sales, because they think the sales will only promote offers an item. Thus, to create customer satisfaction, give special attention to consumers before a purchase transaction and post-purchase. For example, by distributing catalogs of interest to provoke the interest of consumers, as well as providing special guarantees on premium product you market.

Create a mutually beneficial relationship
In marketing a product, often traders dominate communications awakened. They position the consumer as a listener, and marketers as the main speaker. The marketing strategy is certainly regarded as old-fashioned, because today's consumers have started intelligent and can determine the top products that can meet their needs. Therefore, make sure the relationships that have developed between consumers and traders can be balanced and mutually beneficial.

Perform post-sales follow-up 
To maintain customer loyalty, you should record all customers who've bought your product and try to follow up again after the first purchase. Although this method is easy, but to this day has not all business do. Usually they are less concerned with the prospects they have, and tend to look for the target (new customers) over having to follow up re consumers who never make purchases at their company.

Offer an interesting program to maintain loyalty 
As well as large malls and shopping centers in the big cities, give or premium program offers membership cards to maintain customers loyalty. You could also try the program to build customers loyalty. Start by offering a special membership that will provide many benefits for your loyal customers. For example, offer special discounts for consumers who have a membership card, or offer certain bonuses to members who shopped quite a lot in your company.

Provide advantages for loyal customers
In addition to offering attractive programs to maintain customer loyalty, you can also collaborate with your loyal consumers. Offer business opportunities for consumers who could provide huge profits for them and at the same time can help you to improve product marketing. For example, just by opening a reseller program for consumers who are interested in marketing your products. This strategy not only benefits the reseller, but also encourages customers to make repeated purchases.

How to retain customers
If you want to make  your loyal customers remain loyal to the business you are doing, then make your customers as business partners. Thus your customers will remain loyal and be able to develop a business that you wrestled growing in terms of marketing and in terms of supplying raw materials.

Obstacles faced in Customer Relationship Management
For companies that do not have ERP CRM application is not running optimally, although we are only able to provide a solution for the company, will not reach the optimum level of 100%.

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