CRM enables an organization to:
–Provide better customer service
–Make call centers more efficient
–Cross sell products more effectively
–Help sales staff close deals faster
–Simplify marketing and sales processes
–Discover new customers
–Increase customer revenues
The Evolution of CRM
•CRM reporting technology –
help organizations identify their customers across other
applications
•CRM analysis technologies –
help organization segment their customers into categories
such as best and worst customers
•CRM predicting technologies –
help organizations make predictions regarding customer
behavior such as which customers are at risk of leaving
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