subject: CRM - Necessary Strategy To Meet Customers [print this page] CRM - Necessary Strategy To Meet Customers
Customer relationship management is associated with the success of a company. It is a strategy that has achieved wide acceptance and is used for managing interactions between a company and its customers. This is a customer friendly principle which is used so that sales and marketing managers receive valuable solutions for the betterment of the company. Customer relationship management stands for the term CRM and details the business strategy for the companies and the customer related departments. There are various approaches to customer relationship management among which collaborative approach has gained popularity.
CRM is a process which is risk free and becomes easy with the help of online solutions. The web portals dedicated to the companies offers detailed information on the customer relationship management. It offers online solution so that the people involved in sales and marketing can access information about all the customers of the organization and go with needs and requirements of them. All the organizations keep an updated database about its customers describing their relationship with the company in details.
Collaborative CRM is an approach to customer relationship management where various departments of a company which include sales, technical support, and marketing share the information of the customers. These departments collect the data from direct interactions with customers. The feedback of the customers gathered could inform the marketing department about the interests of the customer. The purpose of collaboration aims at improving the quality of customer service as well as increase satisfaction and loyalty of the customer.
Collaborative approach to customer relationship management includes:
Providing effective communication with customers through a variety of communications channels
Providing access to customer information through the process of interacting with customers
Offering online services so that customer service costs can be reduced
Collaborative customer relationship management is identified as an effective method of communication. It involves direct interaction with customers that include feedback and issue reporting. These interactions placed through web pages, email and automated voice response. It is a dynamic tool which allows a business to share any information that is collected from interactions with customers. Thus the prime goal of Collaborative customer relationship management is to improve the quality of customer service and furthermore increase customer satisfaction.
