Economic researches have shown the cost of seeking for new customers is much more expensive (about 6 times higher) than the cost of "retaining" current ones. Thus, it can be said that, for small and medium enterprises (SMEs), how to establish and maintain relationships with customers is very important, and it is also a crucial factor that leads any company to success or failure.
However, managing relationships with current customers as well as attracting potential ones in this highly competitive market is always enterprises’ preoccupation. With extensive experience accumulated for years, GlobalWeb understands how hard the circumstance is, so via the article, we would like to bring an effective and sustainable solution to businesses through the application named Customer Relationship Management or CRM.
What is CRM ?
Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
CRM systems are designed to compile information on customers across different channels - or points of contact between the customer and the company - which could include the company's website, telephone, live chat, direct mail, marketing materials and social media.
CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.
Regardless of the CRM using purposes which is related to customers or internal communications, the advantages of CRM is pretty obvious and could be mentioned as follows:
Improving the efficiency of business operation
Simplifying and automating customer care task
Saving time and human resource
Monitoring and evaluating customers’ opinions in the most effective and fastest way
Increasing sales due to retaining current customers as well as attracting potential customers
For all of the advancements in CRM technology, without the proper management, a CRM system can become little more than a glorified database where customer information is stored. Data sets need to be connected, distributed and organized so that users can easily access the information they need.
Businesses also struggle to achieve a "single view of the customer," where many different data sets can be seamlessly accessed and organized in a single dashboard or interface to create one view of a customer’s account and relevant information. Challenges arise when customer data is siloed in several separate systems or when data is complicated by duplicate or outdated information that slows down and hampers the business process. These problems can lead to a decline in customer experience due to long wait times during phone calls, improper handling of technical support cases and other issues.
How to solve this?
Define your CRM strategy
Many people mistake implementing CRM to simply mean installing/using ‘software’. In fact CRM strategy is more about identifying critical relationships between the business goals and CRM implementation strategy: business processes, people and IT tools. It is about using appropriate methods and business processes to help improve your business relationships with your customers.
Define your CRM objectives and prioritize CRM requirements
Every department within any organization has its own needs and sense of priority within the organization. For example, Sales Managers may want to get better pipeline and forecasting capabilities, while Customer Support may want to implement a self-service knowledgebase for customers to reduce the number of support calls.
Develop a CRM roadmap
Once you have the high-level vision and after you have identified and prioritized the areas which you feel will bring you the highest benefits, develop a ‘roadmap’, a master plan, consisting of several mini projects and subtasks that will move you toward achieving the corporate CRM goals.
Integrate your current systems
Look at the ‘big picture’; determine how, where and when implementing CRM tools will integrate/replace other tools/applications/processes. ExportHelp will be able to assist in analyzing your business processes and making recommendations on where the CRM can integrate or even replace your current systems.
Make sure everyone is informed
Once CRM implementation begins communicate plans and developments to your people. This will also speed adoption and produce benefits more quickly.
Learn, be flexible and evolve your business
Use the CRM to log tasks, feature requests and issues and report on the status on a regular basis. Analyze usage, get feedback and implement solutions to make sure the CRM evolves with your business and customer needs
When consulting and suggesting the CRM strategy for you - our value clients, Globalweb.asia always bears in mind what is your purposes, needs, corporate structures and IT support tools to deliver the most suitable solution to your business problems or issues.
From now on, customer care task will be simple than ever before with CRM solution's assistance. Therefore, do not hestiate to contact us for helpful advice and CRM implementation procedure for your businesses.
If you still wait for one more minute, you miss at least one potential customers!
Besides CRM Application to Business, GlobalWeb also provide other support services: SEO freindly and responsive website designing; website management and development, SEO-Google Adwords consulting, Google Apps, Email marketing-Newsletter campaign, Domain and Hosting Registration when you would like to enhace your website's efficiency and attract more potential customers.
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