Database is at the heart of CRM in the Internet world.vgenz
CRM is a business strategy that aims to build relationships. Good relationship between customers or partners with the company in the long run. By studying the needs of customers. To provide customers with continuous satisfaction and profitability in the long term.
In order to achieve the objectives of CRM, it is necessary to improve the work processes of the whole organization. In particular, the need to come in contact with customers directly, and also need to study and understand the needs of customers continuously, so to study the needs of customers. It requires a lot of customer information and that is where CRM systems or CRM programs play a role. To analyze And manage CRM campaigns that are appropriate for that particular customer or customization
It is evident that CRM strategy is used to maintain a long-term customer base. Therefore, the core role of CRM is to focus on the current customers and to create loyalty to customers. And reduce the rate of loss of customers (Churn Rate). One of the reasons why CRM is used is. Finding new customers is more expensive than getting old customers. But if we do not do well. Or offer something that the customer is not satisfied. The result is not only the customer will hit the wrong way, but the customer continues. Many others will affect the long-term image and profitability of the organization.
Database is at the heart of CRM.
The heart of CRM is to know the customer thoroughly and deeply, then deliver what the customer is satisfied with or beyond what the customer expects. But at the level that customers are still satisfied. To meet the goals of CRM, it is necessary to study the customer information. Behavior Of customers with a product or service. Or the company itself. Including customer experience gained from using the company’s products and services. To analyze, interpret and present continuous pleasures.
And to make the analysis, interpretation and presentation process take a good database. Did you see that Database was being used? But using this not only to focus on Database Marketing, but also to use the process to “satisfy customer satisfaction” of the organization to come here to give examples of the customer database to CRM. See one example.
Department store One study of customer database data under the CRM program found that a grade A customer who likes adventure travel in the wild. Every time I go hiking, I usually buy the necessary items at the mall. When to know this: The store is out. “Wilderness Wilderness Tour” by the program organized a special price hiking. This price includes all the hiking supplies that the customer usually buys. Regularly held Make customers happy and return to this campaign again every year.
You will see that this store is collecting customer data, analyzing and presenting what is needed to customers. To receive satisfactory feedback both the customer and the department. But to get a good campaign, a good customer database is important. And a good database is just the name. The customer’s address only ends, but requires a lot of information as previously reported in CRM & database marketing.
CRM on the Internet
Web people want the audience to visit and follow regularly, but with a lot of web sites in the Internet world. The user has the power to manipulate the finger to point out the death of the Web and then enough for the E-Commerce, then, if it can not tie the customer or the user to lose it will lose customers. Competitors are just a click away.
So CRM is used on the Internet as well. The obvious example of a CRM strategy is Amazon.com, a global book and book sales website. If you subscribe to amazon or order from this site, what you will get is that when you visit this site next time, you will find the item or book you find on the web page. This is a category of products or books that you have previously purchased or searched for. Because of this, Amazon is trying to study the behavior of users or members and keep them in the database, and when. The original customer returns to the site again. Amazon will remind you of the previous times. Have you ever shopped and offered the same type of product and just what you were looking for to increase your sales opportunities?
In addition to the use of CRM to do business on the Internet, the Internet can be a tool to do CRM, such as adding channels of communication between customers and companies. By email or website Or opening a channel to sell another channel to facilitate customers. Group who love shopping at home through the internet.
Credit : www.thinkandclick.com
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