CRM - Customer Relationship Management

CRM stands for Customer Relationship Management. CRM is a methodology and it is used by companies to manage their relationships with customers. Company’s can learn more about internal process for customer’s needs and behaviors in order to develop stronger relationships with them by using the CRM.

CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

The three aspects of CRM are as follows.

1. Operational
2. Collaborative
3. Analytical

Operational aspect of CRM: Operational CRM provides support to "front office" business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary.

One of the main benefits of this contact history is that customers can interact with different people or different contact channels in a company over time without having to describe the history of their interaction each time. As a result, many call centers use some kind of CRM software to support their call center agents.

By using the Operational CRM process call centers can easily keep the track of all customers and easily managing Campaigns. It is helpful for enterprise marketing automation and for sales automation.

Collaborative aspect of CRM: The objectives of collaborative CRM can be broad, including cost reduction and service improvements. Collaborative CRM covers the direct interaction with customers, for a variety of different purposes, including feedback and issue-reporting. Interaction can be through a variety of channels, such as web pages, email, automated phone or SMS.

Analytical aspect of CRM: Analytical CRM will help call centers to know more analyzes customer data for a variety of purposes. Analytical aspect will also give view of the customer behavior to aid product and service decision making. Analytical CRM generally makes heavy use of predictive analytics.

A full featured CRM software application that performs virtually all of the functions required of a customer response call center.

By using CRM in call centers the sales conversion can be improve. You can expect to achieve this magnitude of increases to your bottom line as well when you follow these proven customer service call center techniques.