Understanding Customer Relationship Management
|kristina.tikhonova 20/07/2015 10:20:23
CRM or Customer Relationship Management is the term used to describe the data and systems a company uses to track and monitor the interaction you have with your clients, and their purchasing practices. This data is designed to enable you to target more effectively the brand experience and messages you send to your customers with a view to establishing and maintaining a positive rapport with your clients.
In any given day your workforce is engaging with customers, new, old or potential. Being able to tailor your message or give an answer to your clients is of great importance to ensure your marketing spend is put to its optimum use. So how do you know what is the right message to send to your clients? By analysing the figures you can identify accurate purchasing trends and what works on the day to day front line of your own business and making sure that the results of the analysis can make a real and positive difference to streamlining the efficiencies of the business.
It is essential that the focus of the business shifts from product to purchaser. Maximising the potential in any business opportunity comes down to understanding what makes your customer want or need to buy your product or service and to this end CRM software can quantify the knowledge you have harboured in more general terms regarding what gets your target audience to commit to purchase and moreover to repeat the transaction. CRM Software plays an intrinsic part in efficiently engaging with the target market and ensuring contact can be made when you have a message to impart.
CRM can also help you with future forecasting. Staying that one step ahead of your customers’ evolving needs is essential. With Customer relationship management software such as the K8 modular system you will be able to read the purchasing patterns of your customers and ensure supply chain is in a position to deliver more of what your customers want in the future.
It’s particularly important to engage your customers with excellent service which is fast, secure and convenient to ensure a positive experience and increase the possibility of recommendation and repeat purchasing behaviours. Working SMART becomes infinitely easier by identifying what you need to support your key functions. A CRM modular system such as the Kerridge CS K8 can provide timely and usable data allowing insights into improved customer service by improved customer profiling and targeting, adding cross-sell and upsell opportunities, reducing costs, and increasing share of customer and overall profitability amongst many other things.