Customer Relationship Management System

Customer Relationship Management System

Purpose of CRM

The first information system used by the company (Digi) researched on is the customer relationship management system (CRM). Customer relationship management is a system where relations with customers are formed through use of various techniques and tools, and to maintain a good relation where products and services that corresponds to the needs of the customer is offered to them. The purpose of CRM is to enable the company and the customers or prospects to create or maintain a relation. Customer loyalty is one of the purpose of CRM. By building good customer loyalty, the company’s name would be recommended by the loyal customers to friends or family. Customer needs can be fulfilled as the company can always be present with the customers with CRM. The needs of the customers can be anticipated and offers can be proposed according to the situation of the customer. Satisfied customers will tend to deal with the company again because of the good services that are offered. The telecommunications company, Digi, has applied CRM system called Sugar Professional On-Site in managing customer relations in partnership with iZeno.

Advantages

There are a lot of advantages in applying CRM system in a company. Obtaining customer loyalty is one of the advantage of CRM. CRM has allowed company to always be present with customers to fulfill their needs and thus obtaining customer loyalty from the services provided. The services provided by Digi Telecommunications to customers that are in need has proven to be a service worth recommended by the customers due to CRM monitoring the overview of the customers. Digi service centers are built all around the city for easy access to customer service.

Another advantage of CRM is that the system allows management to understand the relationship with customers and prospects, to know when to contact them through a list of customer profile and prospects. After the application of Sugar...