Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.
While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach. CRM initiatives often fail because implementation was limited to software installation, without providing the context, support and understanding for employees to learn, and take full advantage of the information systems.
How It Is Used
CRM includes many aspects which relate directly to one another:
Front office operations
Direct interaction with customers, e.g. face to face meetings, phone calls, e-mail, online services etc.
Back office operations
Operations that ultimately affect the activities of the front office (e.g., billing, maintenance, planning, marketing, advertising, finance, manufacturing, etc.)
Interaction with other companies and partners, such as suppliers/vendors and retail outlets/distributors, industry networks (lobbying groups, trade associations). This external network supports front and back office activities.
Key CRM data can be analyzed in order to plan target-marketing campaigns, conceive business strategies, and judge the success of CRM activities (e.g., market share, number and types of customers, revenue, profitability).
Take a moment to think about all the data your company tracks. Now think about how difficult it is to manipulate and track that data between multiple employees, off-site access or different locations within your company.
This probably seems like a huge amount of work or even worse it's not possible. After a couple meetings with us, analyzing your company and the data you wish to track, we can provide not only a web based CRM application to track that data but also a custom dashboard that will allow you to view your employees progress.