Customer Relationship Management

Do you use cloud Customer Relationship Management (CRM)?
A. No. What’s that?
B. We have an out-dated database system to manage and track contact with customers.
C. We use desktop CRM to manage and enhance service levels with customers.
D. We use cloud CRM to manage, enhance and sustain higher service levels with existing customers.
E. We use cloud CRM to drive, manage, enhance and sustain higher service levels with existing and potential customers.  
[Score:  A=0, B=1, C=2, D=3 and E=4]

Why is this question important?

CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by unifying customer satisfaction, loyalty, and advocacy. CRM brings together information from all data sources within an organization, and where appropriate, from outside the organization to give one, all-inclusive view of each customer in real time. This allows employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from support, customer service, cross-selling and upselling opportunities.

CRM is not just software – it’s a business ‘mindset’ focused on winning and keeping the right customers.

CRM is about understanding your customers and prospects buying habits and preferences so you can:

  • Build relationships to keep them coming back
  • Provide value-added services that enhance your relationship with them
  • Increase your awareness of customer needs

By integrating marketing, sales and customer service functions, a CRM system makes it easier for everyone to work together and share critical information.

Customer relationship management tools have been shown to help companies attain these objectives:

  • Streamlined sales and marketing processes
  • Higher sales productivity
  • Added cross-selling and up-selling opportunities
  • Improved customer service, loyalty, and retention
  • Higher close rates
  • Better customer profiling and targeting
  • Reduced expenses
  • Increased market share
  • Higher overall profitability

Cloud Computing …

  • It’s easy to access – members simply log in and get stuck in – no software to download and install
  • Updates are seamless – software is updated for all members instantly
  • It works across many platforms – members can log in via their office computer, laptop, PDI, mobile phone, etc … anywhere with internet access
  • Cloud allows posting new content to all members at once