CUSTOMER RELATIONSHIP MANAGEMENT
19070296-CRM-Project-Report.pdf (Size: 1.21 MB / Downloads: 786)
Marketing Automation is the most comprehensive campaign management solution available. It provides everything needed to turn raw, disparate customer data into profitable marketing campaigns – all the way through inception, execution and measurement.
Marketing Optimization applies sophisticated mathematical approaches to optimize marketing campaign ROI given limited budgets, channel capacities and other organizational constraints.
ARCHITECTURE OF CRM
There are three parts of application architecture of CRM:
1. Operational - automation to the basic business processes (marketing, sales, service)
2. Analytical - support to analyze customer behavior, implements business intelligence alike technology
3. Collaborative - ensures the contact with customers (phone, email, fax, web, sms, post, in person)
Operational CRM means supporting the so-called "front office" business processes, which include customer contact (sales, marketing and service). Tasks resulting from these processes are forwarded to employees responsible for them, as well as the information necessary for carrying out the tasks and interfaces to back-end applications are being provided and activities with customers are being documented for further reference.
In analytical CRM, data gathered within operational CRM and/or other sources are analyzed to segment customers or to identify potential to enhance client relationship.
Analysis of Customer data may relate to one or more of the following analyses:
1. Contact channel optimization
2. Contact Optimization
3. Customer Segmentation
4. Customer Satisfaction Measurement / Increase
5. Sales Coverage Optimization
Collaborative CRM facilitates interactions with customers through all channels (personal, letter, fax, phone, web, e-mail) and supports co-ordination of employee teams and channels. It is a solution that brings people; processes and data together so companies can better serve and retain their customers.
Collaborative CRM provides the following benefits:
Enables efficient productive customer interactions across all communications channels
Enables web collaboration to reduce customer service costs
Integrates call centers enabling multi-channel personal customer interaction
Integrates view of the customer while interaction at the transaction level
BENEFITS OF CRM SYSTEM
Give customer-facing employees the best tools available
Give your sales and service professionals the chance to deliver stellar customer service every time they are in a call or at a customer site. With optimally configured software solutions from Microsoft Business Solutions, they can find information quickly, answer customer questions satisfactorily, and ensure that your business fulfills or exceeds customer commitments.