Several commercial CRM software packages are available which vary in their approach to CRM. However, CRM is not just a technology, but rather a holistic approach to an organization's philosophy in dealing with its customers. This includes policies and processes, front-of-house customer service, employee training, marketing, systems and information management. Hence, it is important that any CRM implementation considers not only technology, but furthermore the broader organizational requirements.
The objectives of CRM strategy must consider a company's specific situation and its customers' needs and expectations.
So how do you fit that level of you-specifics into an off-the-shelf program? You can't. Beware of exaggerated claims by CRM vendors.
It's much smoother to deploy a custom developed CRM system. It will have everything you need, and nothing you don't. It's easier to use and always a custom fit.
CRM systems are customer relationship management platforms. The goal of the system is to track, record, store in databases, and then data mine the information in a way that increases customer relations. The CRM codifies the interactions between you and your customers so that you can maximize sales and profit using analytics and KPIs to give the users as much information on where to focus their marketing and customer service to maximize revenue and decrease idle and unproductive contact with your customers. The contact channels (now aiming to be omni-channel from multi-channel) use such operational methods as contact centers. The CRM software is installed in the contact centers, and help direct customers to the right agent or self-empowered knowledge. CRM software can also be used to identify and reward loyal customers over a period of time.
© This page uses material from various Wikipedia articles.