| CRM (Customer Relationship management) is all | | | | communication or information. |
| about the theory used by companies to | | | | |
| administer and manage their customers, | | | | That is why CRM software is used popularly in |
| partners, vendors and other stakeholders | | | | call centers or BPOs for supporting the call |
| efficiently. | | | | center staff. |
| | | | |
| CRM is made up of three key features, which | | | | Direct interaction is carried out with |
| are Operational CRM, Collaborative CRM and | | | | collaborative CRM that includes feedback from |
| Analytical CRM. | | | | the customers and reporting of issues if any. |
| | | | This interaction can be carried out through a |
| Collaborative CRM is to directly | | | | variety of channels like email, phone, SMS, |
| communicate with customers without inclusion | | | | etc. The main objective behind going in for |
| of any sales or service representatives. | | | | collaborative CRM can be reducing the company |
| | | | costs and improving the services provided. |
| Analytical CRM is to investigate | | | | |
| customer data for a vast range of reasons and | | | | Analytical CRM finds multiple uses such as |
| functions. | | | | taking management decisions, predicting |
| | | | future trends, analyzing customer behavior, |
| Operational CRM deals with providing | | | | planning and executing marketing campaigns |
| complete front office support to sales, | | | | and much more. |
| marketing and similar services. | | | | |
| | | | Operational CRM is mainly concerned with |
| The communication with the customers is | | | | automating customer processes and providing |
| recorded and added to the customer's contact | | | | appropriate support to these services. |
| history database and can be easily retrieved | | | | |
| for future reference. | | | | CRM is not just a mere technology; it is in |
| | | | fact the move towards handling your customers |
| The biggest benefit about maintaining this | | | | better and more efficiently. The top |
| contact history is that the customers can | | | | management should tap CRM's complete |
| easily contact with the service personnel | | | | potential to maximize the benefits for their |
| without having to repeat any of the earlier | | | | respective organization. |