Usually, catering companies, retailers and taxi companies need a CRM system. In the past, clients were pleasantly surprised when a company knew their details after the first phone, so they didn’t had to get though all the details such as the telephone numbers, address and personal data each time. Today, clients expect this, and if you ask them the same things each time they place an order, they will eventually call another company that is able to manage their details effectively.
What CRM systems can you use?
The majority of Customer Relationship Systems today are web based, intuitive and easy to use, and those require a relatively short time for implementing. The major benefit of using those solutions is the increased efficiency of the operational activities for the Sales, Marketing and Customer Support departments, which leads to smaller operational costs.
The solution is addressed to small, medium and big companies that manage a large portfolio of clients, and it is also suited for the business divisions of the multinational companies.
Considering the needs of the client, a simple CRM must be customized. The application is installed on a central server at the headquarters of the client, and it can be accessed by any employee in a web browser, which allows an increased flexibility for the users that travel a lot. A simple computer connected to the internet is enough to access all the features of an application.
A CRM for a large company needs different modules, the possibility to set privileges for users, and customization features. Usually, the client calls the CRM provider for any problem or customization needed, but there are some smart managers that like to learn the program and how to use it. It is the ideal scenario for a CRM providing company, but it rarely happens. After all, a company that orders such a system aims for better Customer Relationships without being concerned about the technical matters of the program.
The CRM modules need privileges, especially for large companies. Maybe the Sales officers don’t need access to the list with material providers, so their access will be limited only to the sales module. This is why the most popular CRM programs are those that can be customized with ease, and which can be customized and managed by the program administrator immediately. A manager expects for a new module to be implemented within hours after making the request, and a good CRM provider has to offer this.
Companies suited for CRM
I was pleasantly surprised when I called my bank a few years ago, and the operator saluted me using my name. I was a little worried that they know so many things about me, but after all, it is normal for them to have it. A CRM program allows sales and customer support officers to save time, which means fewer employees needed for those tasks. A customer service officer for a bank needs about two minutes for identification. The average time of a call made by a client to a bank is 4 minutes. If the two minutes needed for identification would be eliminated, the required number of customer service officers can be halved!
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