Factors of IT 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.
IT invoices in CRM
Traditional marketing (in a mass and collective way) does not need to use extensive information technology; Because there is no need to differentiate There is no customization, differentiation and interaction and customizing the individual needs of the customer. Although some argue that IT plays a small role in CRM Yes, all 4 key tasks CRM It has a heavy connection with information technology and systems.
Table Below, this relationship for marketing process, for goals, for mass marketing, for CRM And for information technology CRM it shows.
| IT factors in CRM | ||||
| process (processing) | identification | Separate, clean the contents from each other | Activity (action of two things on each other) | System improvements To meet customer needs |
| Goal | Knowing the unique customer | Evaluation of price and customer needs | Continuous communication building Two related things | meeting customer needs Superior production (profit) |
| mass marketing (traditional) | Never | Categories | Call Center | accounting, sales, services |
| CRM | customer personnel system | Unique Analysis Phase | Manager Call Center Automatic reaction of the system | Automatic sales Automated Marketing Process |
| Information Technology | A small file that is saved when connecting to a computer, setting up a website | Data Extraction Organizational Training | web application Wireless communication | ERP Electronic commerce |
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Customer Relationship Management