Web-based Crm - Suitable For All Businesses

Web-based CRM is a technological system that requires the use of an internet linked computer to track and monitor a companys customer base

. Monitoring the companys customer base includes keeping a record of how customers relate to old products and services as well as new ones. In a situation where the company is involved in the provision of more than one product or service, Customer Relationship Management helps the business to know which product can be termed as the companys flagship product and which product is the supporting one. Customer Relationship Management also helps the customer relations department to provide valuable information to the research and development department of the same organization for the effective implementation of new products and services geared at addressing the needs of customers.

Gathering all the relevant information regarding customers preferences, problems and suggestions for effective implementation in an organization may require a great deal of time and a large volume of data. This presents a lot of work to customer service officials if such data is to be handled manually. The adoption of web-based CRM in this area of business has brought a great deal of relief to customer service agents. Processing of customer information has become very fast and easy with the application of suitable software in this area of business management. However, this process has also been found to be very expensive. The large cost involved in automating the process of customer management is principally due to the cost of purchasing the infrastructure required to run the system. Also playing a part in making CRM an expensive process is the cost of maintaining the infrastructure.

Small businesses have always been the ones that have felt the great impact of the high cost of running CRM programs. This is due to the fact that most small business owners do not have the sort of financial backing that are available to large companies and well established organizations. Most small business owners are often confused as they cannot make up their minds on whether to invest a large part of their companys scarce financial resources in the provision of CRM or to totally ignore this vital component of business management and lose out on all the benefits associated with CRM. Web-based CRM is a cost effective means of helping small business owners to enjoy the benefits of CRM even though they may not have the money to run the system.

In web-based CRM, another company provides all the infrastructure and technical know-how and then makes this available to interested parties using the power of the web. Due to the effectiveness of this web-based CRM system, web based customer relationship management is suitable for use by small, medium and large scale businesses. The financial cost involved in running the system is dependent on the number of customer service representatives that would be hooked up to the system within a specific organization as well as the features the company will subscribe to.

by: Jessica Barnes

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