CRM system to set up. Market drive Getting started modifying attitudes within an organization.vgenz
CRM is very strong, because companies and owners of Database and Software with Software Call Center, VRI, CRM, CTI held seminars and discussions on the CRM system, so that executives and marketers are afraid to fall. Last Train to Not Join Compromise on the CRM system until finally the CRM is very strong, as already mentioned.
In this issue, I would like to talk about a paper by Prof George Day at the Wharton School, conducted by Prof. Day. Senior managers from 342 companies, mid-sized companies (SMEs) to large companies.
Prof.Day discovered from the latest research is that there are three distinct approaches to CRM:
Market-driven is an important factor for each organization to adapt to the CRM strategy for the importance of customer service. After sales service In order to add value to customers. With a service-oriented process that responds to the needs of each and every one of our customers, Prof. Day said in a survey that businesses like the financial institution or Some banks have adapted themselves to investing in technology so that they can understand each client. Each person And tailor each product strategy to meet the needs. Each customer Because in today’s world. The concept that One Product Fits All is not there.
In this way, most companies in Thailand still do not accept (Ignore), with the old belief that. The investment / financial products that the company came out of the few people thought it. Probably the best And the customer has no other choice. In addition to using only the products that the bank has. So we will notice that. Thai banks or investment institutions in the countries do not have the flexibility to modify their own products to meet the needs of individuals.
The second approach is to begin to change attitudes within an organization. (Inner-Directed initiative) This approach is aimed at dealing with existing internal corporate data. Throughout the organization To reduce the cost of information or internal data, and help salespeople, marketing and accountants close sales faster. More effective As well as more exacting cash collection. Less debt management.
The current CRM technology of most software house houses is focused on this approach, and CRM software has become the fastest growing business in customer management. To make these companies rich to become the millionaire of the world’s top. If the government pay attention and spend the budget for software developers in Thailand to develop. I can say that the sale price is now down to 10 times ever.
The third approach is Defensive Actions. This approach is to make frequent loyalty programs or Frequent Flyer Program (Loyalty Program) to prevent attracting or scrambling customers from competitors. This method does not guarantee satisfaction. Or keep customers long. Just as a way to keep regular customers from escaping to others or competitors. Momentarily Because as long as the competitors have a better Loyalty Program, customers may change or turn away as well.
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