Customer Relationship Management
Customer Relationship Management (CRM) focuses on transforming the way organizations market to, sell to, and service customers in today’s dynamic environment. Companies are returning to CRM to increase productivity, close more deals, improve customer satisfaction, drive operational excellence and reduce costs (ROI, TCO).
Typical scenarios are sales productivity, customer care (in a customer service or contact center environment), marketing effectiveness, as well as a growing interest in CRM development (extended CRM). New business models and new technologies - such as multichannel, social networking and mobility — are revolutionizing how companies address their customers and manage relationships.
CRM initiatives need a framework to ensure that programs are approached on a strategic, balanced and integrated basis. To achieve the long-term value of customer relationship management, it is necessary to understand that it is a strategy involving the whole business and should be approached at an enterprise level.
In the world today, there isn’t a single company, of any size, that can afford to neglect its CRM. It must be said that the promise offered by CRM is bewitching. Creating a loyal customer is five, seven, or even 10 times less costly than securing a new one. Loyal customers consume more. They choose offerings with greater added value, thus with better margins.
Loyal customers are so happy to be loyal that they communicate in a natural and productive manner with the company, which would need little further encouragement to simply put the entire marketing apparatus in their hands.
Every industry has its specific customer environment and business processes. That is why CSC focuses also on these vertical scenarios by developing and applying customized CRM solutions according to your industry.
Here are some examples:
In our latest Client Intimacy Barometer, executives were interviewed regarding the role, concerns, performance, and perspectives of the marketing, sales, distribution, and customer relations functions within their company.
Businesses have to adapt to a competitive environment where product innovation and cost control are no longer sufficient. They have no choice but to focus on developing a closer relationship with their customers as a way to differentiate themselves from their competitors.
This Barometer reveals three major goals among companies: simplification of the client experience, personalization of the company client relationship, and increased responsiveness / better organization and use of client information.
> Read the Client Intimacy Barometer 2011
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