Many companieshave implemented customer relationship management (CRM) as part of their business strategy, as it is a great way of managing companies relationships with clients in an organised manner.
This is the belief of Quarphix Corporation, which is of the view that the system's main goal is to maintain long-term relationships with existing clients, attract new clients and ensure that previous clients always go back to the company.
“There are several advantages to implementing CRM as part of your business strategy; one of them being offering quality and efficient products or services to your customers. In addition to cutting costs, the system also assists businesses in improving the speed at which the enterprise reacts and responds to customer requests and complaints,” the company said in a statement.
It explains that in business, sustaining a good reputation among customers as well as staying ahead of competitors is vital. Within any organisation, Quarphix added, there are bound to be certain internal divisions, which, if not managed properly, can affect the entire customer experience.
“CRM tools help businesses to manage their relationships with their customers in the most optimal manner. They look at every customer as an individual and gathers relevant information about each customer such as spending habits, customer enquiries etc, thus enabling the business to be more pro-active in dealing with the customer.”
The company is also of the view that in a sales environment, CRM will assist the sales team to track their sales and make informed decisions that will ultimately improve acquisition rates and save costs.
It also explained that the system is able to achieve this by creating a database of customer information that the company can refer to in order to match products or services to customer requirements.
“Once the company is able to provide their customers with exactly what they need, it builds a sense of belonging and generates loyalty towards the brand.
“CRM eliminates the hassle of putting together surveys and questionnaires that customers have to complete, in order to give feedback on company products and services. It creates an immediate communication channel between the business and the customer,” it says.
According to Quarphix, the whole system plays on the fact that, the better you know your customer, the better you are able to serve them.
“Large organisations such as banks and supermarkets have stood to benefit a great deal from CRM systems in the past few years. The decision makers of these organisations hardly ever have face-to-face interaction with their customers, so by tapping into a database the company can avoid selling baby food to people who don't have babies, for example, or offering credit cards to people who already have bad credit record.”
It concludes by noting that any progressive thinking decision maker will know that by implementing CRM as part of their business strategy, they are increasing their chances of success than relying on intuition alone.
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