CUSTOMER RELATIONSHIP MANAGEMENT
Customer Relationship Management (CRM) is the process of developing and optimizing the business relationship with a customer over time. (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. Operators look to software-based tools to help, but find that many of the products available do not serve their specific needs and require significant configuration to support telecom-specific business processes. CRM systems are designed to compile information on customers across different channels or points of contact between the customer and the company which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns. automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system. CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it.
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