The benefits of customer relationship management
Customer Relationship Management -CRM
With the customer relationship management system based on BPMS Farda Network, experience organizing services based on customer needs, raising the level of customer satisfaction according to the principles of customer orientation and implementing customer-oriented processes in your organization.
The main benefits of CRM are:
1. Improving the organization's ability to attract and retain customers
2. Maximizing the permanent value of each customer 3. Improving services without increasing the cost of services.
4. Some of these benefits are countable and some are not
| Identity | Separation. Clean content from each other | Interaction (action of 2 things on each other) | Improve the system to match customer needs | |
| source of benefits | Creating data about a single customer view customer | understanding the customer | Customer satisfaction and honesty | Customer satisfaction and honesty |
| Advantages | Helping salespeople break the deal | Effective cost (applicable) of the marketing operation minus the cost of the order sent | Cost Effective Customer Service | Reducing the cost of collecting and maintaining customer information, maximizing the cost share |
Examples of CRM:
Volkswagon
Volkswagen is the largest car manufacturer in Europe. More than 36 million vehicles carry their logo. Like other car manufacturers; The company knows about its customers and depends a lot on this information. However, they lose contact with the car owner after the first change of ownership (on average after 3-7 years). As a result, the company does not have the latest information about many of its customers In 1988, the company launched the "customer first" marketing strategy. Under this strategy, all decision-making processes are based on the "voice of the customer". The company carefully reviews their responses to advertising, customer expectations, and customer satisfaction. Customer meetings and focus groups are used to hear the customer's voice. Volkswagon developed services such as: warranty service, emergency program, dynamic warranty, customer club and toll-free telephone service. All advertising media (ads) are designed for two-way communication. These allow the company to obtain useful information such as lifestyle, demographic and behavioral data. The company maintains a central database to provide club cards, rewards programs, club shops and the Volkswagon magazine. Any communication with the customer gives the company more information about him; Therefore, the company can constantly improve the quality and value of the customer database.
DELL
Since 1983, DELL Computers has been founded on two simple business principles: sell computers directly to individual customers and manufacture computers to order.
Each customer can design his own unique system and get it directly from the company.
If the system had a problem; The user can directly contact the DELL website and receive personalized service using the customer service system sticker number, which is affixed to the side of the computer. These personal services also provide relevant information and enable downloading of software. In addition, the call center provides expert assistance at various stages. If the technician is unable to solve the problem in the first step, the customer will be referred to a more specialized contact. DELL is organized by different customer categories such as education, government, small business, large business and home rather than product line.
DELL created "Premierdell.com" which covers all processes of computer ownership:
Purchasing, financial management and product support. Online shopping front pages support standard management, price announcement and order management
