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CRM SOLUTIONS
ADMINISTRATION OF RELATIONS WITH
CUSTOMERS
CUSTOMER RELATIONSHIP MANAGEMENT
What is a CRM? (The
English acronym "Customer Relationship Management)
Software for managing the
relationship with customers. Computer systems support
the management of customer relationships, sale and
marketing. With
this meaning refers to CRM data warehouse with
information about sales management, and enterprise
customers.
 Our
systems control the CRM customer
relationship enables the maintenance of
all commercial tools available to the
dept. Marketing (person operating such
systems) to facilitate the sales
process.
The
characteristics of a CRM system: it is
the most economical means, with better
range, more personalized and easier to
control) may be applied with great
success to all types of sales process,
and products or services, which is why
the real formula for success lies in an
excellent planning of this strategy.
To begin the development
of good CRM database are
advised to develop a
club of the firm,
although much data can
be generated with
conventional
communication strategies
such as the Graphics,
Radio, Television,
E-mailing,
Advertisement, etc. . In
this case, the focus of
the strategy should be
how to manage your
contacts arising from
the implementation of
the aforementioned
communication.
What is database
marketing? The
foundations of marketing
are designed to load and
store customer profiles
with more subjective
data, for example, do
you like doing in your
free time, what type of
food consumed, etc..,
Data that are focused on
to develop a profile
client so that we can
deliver an offer that is
actually made for him. This
is why direct marketing
strategies based on CRM
development are so
successful worldwide.
 Customer
orientation is becoming
increasingly important. The
aim is to give customers
what they need and when
you need it. The
online CRM software is,
according to consultants
and specialists, which
in the near future will
reveal more detail,
anticipating their needs
and their demand from
where we are, sharing
the information.
One of the biggest
advantages for companies
operating a CRM product
is the tendency to lower
the cost of these
commercial products,
additional licenses as
an operating system let
alone the cost of its
implementation and
commissioning. U-law
always count on our
advice.
More CRM: ventas@hispamedia.biz
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Three aspects to be taken into account to avoid
committing errors and missed targets after
incorporating CRM tools in the management of
companies. This
is mainly due to three big mistakes.
 Many
companies that have incorporated in their management
processes and CRM tools do not receive the expected
benefits and costs soar on investment versus the
benefits that such tools should provide, in addition
to leaving unhappy users and everyone wondering what
was it that failed?
Here are three great causes, and even basic truism,
but are most common at the time to find the reasons
for the failure of a CRM implementation:
1 .- Do not understand that technology and business
strategy go together.
It is common for many companies to implement
technological solutions without creating a business
strategy associated with CRM, so if it is not easy,
because a CRM strategy usually involves a number of
internal actors, their coordination and definition
of common goals is essential to time to merge the
technology platform with a clear strategy and
defined in time, understanding the CRM solutions as
a synergy of multiple actions which ultimately must
be previously defined.
2 .- Do not pay attention or not considering the
needs and benefits that the technology tools
available to those working with them.
It is very common that technological solutions are
incorporated in the companies without taking into
account the views of those who will work with them,
forgetting that this is a critical point when
optimizing the investment, because many times the
staff in charge can simply stop using the platforms
and continue to do its work, as in the case of the
sales forces, who face a cumbersome and time
consuming, they prefer continuing to operate with
traditional methods.
3 .- Use measurement systems incomplete or
nonexistent.
Projects successful implementation of CRM tools are
based and guided with a north and a defined path,
with clear goals and objectives and accurate at the
time, no clear objectives and appropriate tools to
measure project progress, achievement of objectives
and definition targets embodied in a master plan,
both the progress of the project in time and the
results are serious candidates for failure.
Based on Article Three
Big Reasons CRM Initiatives Fail, Michael
Krigsman
While executives of large companies
share the view that technology has
helped them strengthen relationships
with customers, 55% said that some
gaps in the Management of Customer
Relationship (CRM) are motivated by
the lack of attention of the
leadership of the company, according
to a study by Accenture.
The
report's findings are consistent
with the view that Accenture,
despite the benefits of such
techniques, CRM has failed to
develop its full potential yet. About
74% of executives believe that there
is no adequate strategic planning
for the management of customer
relationships.
 "Too
many CRM projects focus on the
mechanics, tools and specific
technologies, rather than the
ultimate end of the same: to
increase the value of customer
relationships. CEOs
now face the challenge of not only
provide sales and service function
more complex, but also to deliver
and manage these functions more
quickly and more profitably,
"according to Alfonso Gonzalez,
Partner, Accenture."Companies have
some major obstacles ahead to make
their CRM initiatives succeed. When
designed and implemented properly,
CRM programs can produce an
exceptional economic value. "
Moreover, the report notes that over
half the study participants (56%)
said their companies would grow
between 1% and 20% if they could get
access to complete customer data.
There
is also a great match for the
consideration of that technology can
provide "historical data, current
and real-time" of customers that
would stimulate sales significantly:
35% say that sales could increase
"largely" , while 43% said they
would "to some extent."
Furthermore just over 20% believe
they are optimizing all customer
data "largely" to boost sales. 47%
say that this data is used "to some
extent."
When
asked if technology was helping
their companies gain a better
understanding of customers, 33% said
it helps them "by far", while 54%
believe it does "to some extent."
Among
the other reasons mentioned to
explain the difficulties of CRM
programs include: From the lack of
vision of long-term CRM, to
inadequate investment planning,
through the improper calculation of
the profitability of them.
Increased sales
 Technology
solutions designed to establish more
profitable and longer lasting with
customers are usually associated
with popular applications such as
Relationship Management to Customer
or CRM. According
to the study, more than half of the
sample believed that the data and
customer knowledge obtained through
CRM can increase sales up to 20%.
"CEOs
should take a closer look innovative
and proven methods to maximize the
return on CRM investments and
initiatives of value to the customer
back to the basics. The key lessons
learned will help companies achieve
this objective" says Beth Eisenfeld,
head of research at Gartner CRM
issues.
Accenture conducted the study with
Wirthlin Worldwide. The
Comprehensive Study for executives
(Executive Omnibus) Wirthlin is
designed to meet what they think the
most responsible business issues
affecting businesses today. Wirthlin
interviewed a representative sample
of the Fortune 1000 over May 2002.
Http://www.mundocrm.com Source
What is CRM
CRM
(English "Customer Relationship
Management)
It is a
management model throughout the
organization, based on customer
orientation (or market orientation
as others), the closest concept is
relational marketing (as used in
Spain) and is closely related to
other concepts such as: Clienting ,
Marketing 1x1, direct marketing
database, and so on.
The
management of customer
relationships. CRM
stands for customer service or
customer management. CRM
With this meaning refers only to a
part of the management of the
company.
Are
computer systems to support the
management of customer
relationships, sale and marketing. With
this meaning refers to the CRM
system that manages a data warehouse
(Data Warehouse) with information on
sales management and customers of
the company.
Advantages of CRM
-
Lets pay attention to individual
customer needs
-
The
CRM is applied as a business
strategy.
-
The
CRM allows to lower advertising
costs.
-
Another advantage of CRM is that
it allows to group customers
(segmentation)
-
Lets split the customers,
customizing their attention and
individualized service.
-
Allows addressing resources and
energies of the organization to
customers that add more room.
-
Allows you to focus on specific
campaigns.
-
Allows control and monitoring of
sales.
-
CRM
allows to measure the effects of
various profit centers.
-
Allows differentiation from
competitors.
-
It
can identify and know the pace
of new and potential customer
needs.
-
Therefore allows new needs
transforming into desires.
-
It
improves customer retention and
attract new customers.
-
Reduce the cost of the canals,
which is 20 to 40% of the total
cost
-
CRM
allows service differentiation
by priority, above the price.
-
Allows for Pareto scale and
monitor its operation.
-
Lets come and go quickly from
one product or service.
-
Allows you to focus on different
channels based on customer
preferences.
-
CRM
allows reward staff based on
their contributions to the
company.
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