CRM

You may not know much about CRM, but those who know something are connected, most likely, with large companies. Indeed, the CRM has been adopted more from larger businesses because it offers an efficient and integrated customer management system.

But this does not mean that it can't be used by smaller businesses

What we at DOCOii say for CRM: The CRM is an integrated system that automates, some or completely, the procedure for managing clients in the areas of sales, marketing and customer service.

This is made possible by several methods that work together to simplify the process of customer management and aim to strengthen customer relations with the business.

Some would say, there's no better way to build relationships with customers from communicating and interacting with them. Sometimes, however, resources and time is not enough for this. In the perfect situation, the potential customer comes to personal communication with the firm and is guided through a system (usually CRM) to the right person, which will nurture him to a paying loyal client. As we shall see, this is one of the many possibilities offered by the CRM.

You may have dedicated staff specifically to manage e-mails of customers and yet sometimes it is not possible to meet all requests. And it is very likely that whenever a request is not covered, and losing a valuable customer.

The CRM system puts a rules that check incoming e-mails, and have words such as, for example, "info" in the field Subject, then the CRM automatically responds to the client, sending a prepared standard answer like, " For more information, send an e-mail to this address, with subject "info 01". Every e-mail sent with points that can't be recognized by the CRM, goes to the manager, who handles them manually.

Companies that use CRM systems have reported that the time for managing of e-mails, after the integration of CRM, has fallen to 50%.

As briefly mentioned earlier, CRM systems can "accumulate" and "steer" the clients to destinations required for their better service. This automated routing is used by hundreds of companies. A common example are the costumers of mobile phone companies: when you call, they ask you via a recorded message to select which service you want by pressing 1, 2, 3, 4 etc. numbers. The routing can sometimes be more complex, directing the customer through a series of choices before reaching the service representative.

Most systems contain a data base with all customers, including personal information and transaction history. Asking the customer to introduce, in some cases, his personal code, manages to create a more personal conversation with him, when he finally gets to the service representative.

The CRM can also be used in marketing a business. Using the database build for all customers, combined with some intelligence, can recognize trends for each customer, e.g. what they would like to buy in the future and when. Then, this information can be used in various actions, such as promotional e-mails or telemarketing. To summarize, the CRM software can be used for personalized commercial approach to each customer.