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Customer Relationship Management
Customer relationship management (CRM) is a broad term that covers the management of all aspects of a company's interaction with customers, as well as the capture, storage and analysis of customer information. CRM as it pertains to software are tools that help an enterprise enable its marketing departments to identify and target their best customers, manage marketing campaigns with clear goals and objectives, generate quality leads for the sales team, assist the organization to improve account and sales management by optimizing information shared by multiple employees, streamline existing processes (for example, taking orders using mobile devices), provide employees with the information and processes necessary to know their customers, understand their needs, and effectively build relationships between the company, its customer base, and distribution partners.
IT Group can implement any of the following systems to help you implement CRM in your organization:
- Operational CRM: automation or support of customer processes that include a company’s sales or service representative. Typical solutions include:
- Sales Force Automation
- Helpdesk or Customer support systems
- Collaborative CRM: direct communication with customers that does not include a company’s sales or service representative (“self service”) such as:
- Customer/partner-facing portals
- Interactive media (websites, CDROMs, kiosks)
- Interactive Voice Response
- Analytical CRM: analysis of customer data for a broad range of purposes:
- Business Intelligence systems
- Forecasting
Related Products
Want to learn more? Check out the following products that are key components of our solution portfolios:
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