Customer Relationship Management System

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Customer Relationship Management System
This software allows a business to collect, update, and maintain all of its customer data in one centralised location. Details of any contact with a customer could be recorded.
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The information is accessible to everyone in the company who needs customer information, such as members of the sales, marketing and customer services departments.
By sharing up-to-date information in this way, improved customer service levels can be achieved.
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The aim of installing a CRM system is to increase customer satisfaction. Happy customers are likely to do business with the company again and recommend the company to others, thus increasing the company’s profit.
It can also reduce costs, wastage, and complaints and, as a result of better customer relations, staff stress can be reduced.
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When a salesperson discusses a new purchase with a customer, the CRM software shows the status of any previous purchases, for example, whether there have been problems with delivery or payment.
This information allows the salesperson to provide a better service to the customer.
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This software enables the customer to feel that they are dealing with one company
In the past, when a firm had an order from a customer, they fulfilled the order and then forgot about the customer - there was little contact.
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A CRM system allows communication between the customer and the organisation to be recorded via web, email and telephone.
An analysis can be conducted of past orders that the customer has made, allowing the organisation to better advertise themselves and the products appealing to its customers
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Overall a CRM helps an organisations sales to increase due to better timing when a customer places an order based on their previous order history. Customer needs are also better understood, therefore understanding what products appeal to them.
A business is able to cross sell products by advertising alternatives/similar products, meaning marketing can be targeted specifically at customer needs.
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Other cards in this set

Card 2

Front

The information is accessible to everyone in the company who needs customer information, such as members of the sales, marketing and customer services departments.

Back

By sharing up-to-date information in this way, improved customer service levels can be achieved.

Card 3

Front

The aim of installing a CRM system is to increase customer satisfaction. Happy customers are likely to do business with the company again and recommend the company to others, thus increasing the company’s profit.

Back

Preview of the front of card 3

Card 4

Front

When a salesperson discusses a new purchase with a customer, the CRM software shows the status of any previous purchases, for example, whether there have been problems with delivery or payment.

Back

Preview of the front of card 4

Card 5

Front

This software enables the customer to feel that they are dealing with one company

Back

Preview of the front of card 5
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