Free CRM Software Download - Customer Relation Management (CRM) is one of the applications of science MIS. In a rapid industrial development. Costumer is an inseparable link of the industrial structure. Why? Because the costumer who became the buyers of the products or services produced by our company. A company can never be run well when there is nothing to buy products or services.
Today's business world has become increasingly difficult and increasingly crowded. Lots of competitors are always popping up with new ideas and innovations sophisticated every time. Consequently costumer will certainly have a lot of choice, if he is not satisfied with the services of a company he would easily switch to another manufacturer. How can I make the costumer does not do it and always loyal to our company's products? CRM was one of the answers.
What is CRM?
CRM is a business strategy that is based costumer, like any other business strategy ultimate goal of CRM is to maximize profits and revenue. While the primary goal of CRM is to improve customer satisfaction. Some CRM technology behind them is obtaining, storing, analysis of the costumer, vendor, partner, and internal process information.
While the other functions that support CRM is sales, marketing, training, professional development, performance management, human resource development, and compensation. Overall technology and functions surrounding the CRM must be integrated as an integral part of business strategies that focus on costumer. Because many of the companies that implement CRM but unfortunately only limited to the installation of CRM software alone, without the will to put the costumer above all else.
Assistive technologies CRM
Customer Database
A system will never run smoothly without any database. So it is with this CRM. Which became the backbone of the system is none other than the database of the costumer. Information obtained from the consumer in the form of interaction with the company and prospects for the future will be very valuable, including information obtained from costumer orders, information about the support given, costumer requests, complaints, interviews and surveys that have been given. CRM systems for all of this it is a very valuable input for the company.
Customer Intelligence
Customer Intelligence is an attempt to boxing costumer needs and in accordance with their respective needs. Of course this can be done with the help of software or manually humans. After he grouped we can easily incorporate it into the game costumer company's business strategy. An example is the distribution of potential costumer, costumer usual, and no potential costumer. This will allow us to determine whether the costumer was quite satisfied or not.
Costumer Capacity and Competency Development
The main objective of this technology is supporting continuous improvement that allows the company to be a little closer to what dimaui by costumer. Complex systems are needed to achieve this, but not only that, direct practice is much more powerful to reach the level of customer satisfaction is desirable, the perfect combination of people and technology will menghasilkansalah the core competencies that enable the company continues to be ahead in the competition CRM , Success in choosing the tools, technology, and practice will then be imitated by other companies when it proved to be a successful combination. This will lead our company into a market leader in CRM. Of course, the market leader no longer be maintained when there is no dynamic changes within the company adapted to movements costumer desires.
Operational CRM
Because the main strength of CRM is a database of the costumer, the most responsible for the provision of data is none other than the front office, which is none other than the sales, marketing, and also do not miss service. Every interaction with customers will be recorded and entered into the system history costumer contact. If necessary this data will be processed back to the company's interests. One of the advantages obtained from the contact history costumer is customers can interact with a wide variety of contact channels within the company from time to time without having to explain to the officer any complaints they have faced in the past.
Usefulness CRM
- Costumer in the CRM database can be used for many purposes, including:
- Design and implement marketing campaigns to optimize marketing eketifitas.
- Designing and implementing customer-specific campaigns such as cross-selling, up-selling, and retention.
- Assess the costumer's response to the product and the level of service, such as price increases, new product development, and other.
- Take management decisions such as financial forecasting and customer profitability analysis.
- Prediction of the defect level of unwanted costumer (churn analysis).
Noteworthy in CRM
CRM is a database system that will be based on costumer, costumer information will be immediately extracted in the interests of the company. In the process of collecting data as part of a CRM solution, a company must remember that customer privacy and data security must be a top priority. Some good CRM practitioners do not even allow the data kostumernya shared or accessed by third parties. In this they have done the right thing. Ie the protection of data and privacy costumer.
Conclusion
Many of the CRM practitioners who failed in the implementation of CRM, among those who failed mostly due to poor data quality and mental unreadiness in implementing CRM. When companies want menimplementasikan CRM, to note that the data integration costumer must already be running. Data must be extracted by anyone and departments that need (eg R n D division needs data from the costumer, then the data must be available and terupdata in the system). If this can happen, then it will create the demand far exceeds the expectations of costumer, and this will give the company an advantage that is not owned by competitors. He will create a relationship business-to-business more familiar. When this happens the CRM certainly worth more than just sales or just costumer interaction.
Free CRM Software Download
