CRM: Customer Relationship Management
Defined
CRM is an industry term for software solutions that help enterprise businesses manage customer
relationships in an organized way. An example of a CRM would be a database containing detailed
customer information that management and salespeople can reference in order to match customer needs
with products, inform customers of service requirements, etc. CRM entails all aspects of interaction a
company has with its customer; whether it is sales or service related. Computerization has changed
the way companies are approaching their CRM strategies because it has also changed consumer buying
behavior. With each new advance in technology, especially the proliferation of self-service channels
like the Web and WAP phones, more of the relationship is being managed electronically.
Only for Large Companies?
CRM applies to companies of all sizes, even "mom and pop shops". Every business has a relationship with their customers, simply put CRM generally
refers to software to help your business manage that relationship.
On one project we wrote a "wholegoods" system for well established Marina. This marina
sold boats, motors, ATVs, snowmobiles, watercraft, and of course accessories. The Wholegoods system allowed them to track each package sold in addition
to the rebates, warranty information, serial numbers, financing due, etc. In this case, they were able to better serve their customers by organizing themselves in this
system. The total cost was under $2,000.00. The Marina realized a savings immediately, mostly via internal resources (man hours) spent tracking this
information.
On another project we served as the consultant to a global company purchasing enterprise class CRM software. Although at this level the choices are limited
to a handful of proven systems,
the choice itself is critical to the business. As with many corporations, this company lacked the internal experience and knowledge to properly
manage the project and ensure the proper choice was made. Since 1.5 million dollar systems do not come with a "money back guarantee", the company turned to LOGICALware for expertise.
Where does LOGICALware fit in?
If you are a large company seeking to purchase an enterprise class CRM system we have the knowledge and experience to serve as a consultant on the project.
If you are a smaller company with simpler CRM needs, we can find or design a simpler solution that will still enable to you enjoy
efficiencies in your customer relationship management systems.
Contact us today so that we can start the process and show you what we can do for you!
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