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Customer Relationships Management, CRM
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Front Office applications also known as Customer Relationship Management (CRM) or Enterprise Relationships Management (ERM) are solutions to automate enterprise’s external processes. They allows companies to interact with prospects and customers in the most effective way. Today the entire customer lifecycle at least includes: lead identification, opening account, first order, contract, support, following orders & closing account.
CRM tasks:
- to better understand & interact with customers, business partners and employees in order to build and maintain a lasting relationship;
- to manage customer relationships including accounts, leads, sales, marketing, advertising, <PR, customer service.
Our CRM applications are developed for the departments that directly interact with customers (Marketing, Sales, Customer Services and partly Advertising, PR, HR, International Economic Relations) by means of up-to-date communication technologies like Internet.
CRM consists of Enterprise Markeing Automation (EMA), Sales Force Automation (SFA) & Customer Support solutions, Advertising and PR solutions as well. CRM provide the means to understand the needs and interact with customers. We do not provide total ready solutions to serve the whole customer lifecycle but standalone, partial customizable business subsystems and modules which automate separate business process to exchange or share data as needed.
It is worth to say that EMA & SMA are different solutions. SFA perform more local operations while EMA provides special marketing functions & extends the scope of enterprise’s other automation facilities.
CRM Features:
- Awareness & Accompaniment. All contacts with customers, other relative real-time marketing data and experience are recorded, tracked and used for managing existing and organizing future marketing leads and campaigns. More time and resources will be used to satisfy customer demands because every employee will know the current situation for all accounts. This is especially critical to remote and mobile workers.
- Independence. Most of our solutions are Web-based and device-independent, i.e. the can work on any OS with WEB-Browser.
- Integration. We connect marketing, sales, advertising, PR and customer service to share information effectively in order to react immediately for customer’s satisfaction.
- Notification. Notification. You can use mostly any Internet or mobile communication facilities to automatically senf your customers or staff and necessary information.
- Openness. We wouldn’t like to impose any limitations on you. We can adapt and modify our solutions according to your specific demand. That’s why we are oriented towards development and implementing standalone, partial customizable business subsystems and modules which exchange or share data as needed. You will be able to integrate CRM with ERP, Knowledge Based Management systems, spreadsheets, data mining and other software.
- Personality. All yor services and interactions can be personalized upon customer requirements. This is a great opportunity to serve customers better, to maintain long-term relations and to become more profitable.
- Unification. The enterprise should be organic whole and work as one team. All decisions, contacts, all answers to frequently asked questions, withdrawals to objections, etc should be made in the same way by the whole enterprise.
All additional information you'll find on the appropriate pages: EMA, SFA, Customer Care, PR, Advertising, etc.
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