Marketing

Customer Relationship Management

CRM determines as the whole system (processes) supporting customer relationships though the whole cycle, which aimed at achieving the main goal: creation of the workflow for attracting new customers and developing existing ones. Due to this, minimization of human element in customer relationships is achieved along with the absolute transparency of operations in sales, marketing and customer service spheres. CRM solution consists of 4 components: customer-centered organizational structure, business processes, regulations of client servicing and supporting software.

Regulations and rules of client servicing have to penetrate all the operations of company: sales, marketing, service, logistics, production, finances and other departments. Though the main regulations affect mostly front-office (sales, marketing and service), the level of customer satisfaction and loyalty depends on back-office as well, for instance product quality, delivery period, settlement of accounts with contractors.

Relationship management means attracting new clients, changing neutral clients into loyal customers, turning devoted customers into business-partners (agents). This scheme is applicable to any kind of market. We start with attracting new clients, and then create the relationships with them, gain confidence; as a result our customers form the network of our subagents. Only competent customer relationship management allows following this system.

Articles-

1. Social CRM: Not Your Father's CRM

By- Jeremiah Owyang, Forbes

Marketers put customer relationship management (CRM) systems on a pedestal as a primary resource to feed leads for sales. They also view it as an important customer service tool. On the same hand, these sales automation tools have also been the bane of marketers as their overly complex projects slow them down through limited, enterprise rollouts.

First, let's focus on the problem at hand. As consumers use social media tools to...