Customer Relationship Management

CRM is a new approach in managing customer relationships in the corporate and business level so as to maximize communication, marketing through the management of the different contacts with customers. This approach allows to retain customers and provide added value to the customer continuously, but also gain a sustainable advantage.

Thing to understand is that from the outside, customers who interact with companies who only understand the business conducted by the company as one entity, not more; although customers also interact with a number of different workers and the role department. All that remains is considered as a whole. With CRM, supporting business processes, customer information and interaction can be entered, stored, accessed by all staff at various work units in order to improve services provided to customers, and use customer contact information to target marketing.

CRM (customer relationship management) combines policies, processes, and organizational strategy adopted as one that is used to make interaction with customers and also to track customer information. In the current era, CRM implementation will always use information technology to attract new customers mengsuntungkan, so they have an attachment to the company.

This concept is also widely used as a term in the information industry as a methodology, software, and even as Internet capabilities that help corporations manage customer relationships. This tool allows the corporation to explain the relationships in sufficient detail so that management, sales staff, service staff, and even customers can directly access information, match between needs and the needs of the product, warning customers of a particular service, and so on. In the development of CRM software should be a holistic approach. Sometimes the initiative CRM software implementations fail is because it is limited to the installation of devices, regardless of context, and understanding dukukangan staff, and full utilization of information systems.

Many aspects are covered by the CRM. These aspects will generally deal directly with one of the following aspects:

    * Front office operations that directly interact with customers like to see direct, phone calls, e-mail, online services, etc..
    * Back office operations are highly influential on the activity in the front office services such as part payment, maintenance, planning, marketing, etc..
    * A business relationship, namely the interaction with companies and other partners such as suppliers / vendors, retail outlets and distribution, industrial networks. External networks will support activities in the front and back offices.
    * The data in the CRM key can be analyzed with the purpose of planning marketing campaigns to target, understand the business strategy, and decide the success of CRM activities such as market share, customer characteristics, revenues and profits.

CRM implementation will provide beneficial effects for such corporations will be possible to obtain a balance in how to use resources for marketing to get more value on a particular segment, improving customer interactions that will support the branding of the customer experience, boost productivity through the mapping process penualan use of new technologies, set sales goals and determine the reward for achievement, focusing on the gab between customer expectations and experience of current services, by using analytical tools will be improved understanding of the customer organization.