Customer Relationship Management is a straight concept or strategy to harden relations with customers and at the same time decreasing
Normally, an organization consists of several departments which predominantly have access to customer’s data either directly or indirectly. A CRM system stores this information centrally, studies it and then shares it within all the departments.
Let's take an example for finance department it may give the data regarding the current balance and for the accounting department, it may provide the information on the recent purchases by the customer. All these parts of data are stored in the CRM database and can be accessible anytime when it is needed.
According to this example, CRM system serves a well-defined platform for all business units to communicate with their clients and fulfill all their requirements and demands very efficiently and to build a long-term relationship with the clients.
It is primarily tangled with following features:
1. Customers Requirements
An organization can never understand what actually a customer requires. Hence it is very important to interview the customer so that the actual requirements can be known and prioritized. Without knowing the actual needs it is very hard to serve the customer effectively and build a long-term deal.
2. Customers Reply
Customer reply is the reaction to the organization about the activities of the organization. Facing these queries effectively is very important as small misunderstandings may lead to difficult situations. Success totally relies on the knowing and interpreting these queries and then working out to get the best solution. During this condition, if the supplier is able to satisfy the customer by properly solving his queries, he succeeds in building a professional relationship with him.
3. Customer Satisfaction
Customer satisfaction is the standard of how the requirements and responses are
4. Customer Faith
Customer faith is the tendency of the customer to continue in business with a supplier and buy the products constantly. This usually comes to eye when the customer is very much happy with service provided by the supplier and re-visits the organization for business opportunities, or when he is served towards re-buying particular products over times by that supplier. To continue the customer faith the most important factor an organization should concentrate on is customer satisfaction. Hence, customer faith is an influencing aspect of CRM and is always very important for business growth.
5. Customer Retention
Customer retention is a process to keep or maintain the existing customers and not letting them deviate or defect to
6. Customer Complaints
Always there exists a hurdle for suppliers to deal with complaints by customers. Normally putting a complaint indicates the act of disapproval of the customer. There can be many reasons for a customer to file a complaint. A valid reason can also exist due to which the customer is
7. Customer Service
In an organization, Customer Service is the means of delivering information and assistance regarding all the products and brands. Customer satisfaction highly depends on the quality of service provided to the customer. The organization not only has to elaborate and explain the details of the services to the
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