Customer Relationship Management
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Customer Relationship Management (CRM) is the art of managing a relationship a business has with customers.
The starting point of CRM is getting a complete understanding of how the business sees their clients. Some businesses define a client as a customer, others call them guests (like Disney - they do not have clients or customers, they have guests), and typically a rock bank has fans and not customers.
The basis of the relationship is defined by detailing how the business sees their clients. If your clients are guests, then the treatment they receive will be inline with how one is treated when you are a guest.
As a business, your most important asset is your customer. With the increase competition in the market, it has become key to not only have a customer, but to have a relationship with that customer. Without the relationship, there will be no patronage. And patronage is what business is about.
Management is the focused activity of a specific area that is important to the success of an enterprise. If that area was not important, it would not need management. Because an activity or area is important, it needs to be managed. There is work involved in managing a relationship. It is a two way street of communication. One-sided communication cannot be called a relationship! Sending out emails and SMS, is not building the relationship. It is part of the building blocks.
Therefore, CRM is about how you see your client in your business, how you define the relationship with the client and how you manage that relationship (the effort you put into the relationship).
With the advances in technology it has become a lot easier to manage a relationship. It has become easy to implement a system to assist with building relationship. The biggest challenge is maintaining the activity it takes to uphold the effort in building that relationship. Once the effort becomes habit, the business starts benefiting.
One of the most important tools for building a relationship with a customer is CMR software. It becomes a tedious task to build a relationship without a dedicated tool and system.
The ten main process steps to implement a CRM system is:
1) Define the relationship with your client
2) Define the goal of the system
3) Determine the best solution (local or web based) according to benefits
4) Make a selection on the best tool for the job
5) Create an implementation schedule
6) Create training material
7) Test, Test, Test
8) Communicate and inform
9) Conduct training
10) Improve, Improve, Improve
Contact Purple Fly Marketing for a new look at your CRM needs. Purple Fly focuses on Small to Medium Business Web Based CRM Solutions that is affordable to implement and maintain (CRM Software)
The starting point of CRM is getting a complete understanding of how the business sees their clients. Some businesses define a client as a customer, others call them guests (like Disney - they do not have clients or customers, they have guests), and typically a rock bank has fans and not customers.
The basis of the relationship is defined by detailing how the business sees their clients. If your clients are guests, then the treatment they receive will be inline with how one is treated when you are a guest.
As a business, your most important asset is your customer. With the increase competition in the market, it has become key to not only have a customer, but to have a relationship with that customer. Without the relationship, there will be no patronage. And patronage is what business is about.
Management is the focused activity of a specific area that is important to the success of an enterprise. If that area was not important, it would not need management. Because an activity or area is important, it needs to be managed. There is work involved in managing a relationship. It is a two way street of communication. One-sided communication cannot be called a relationship! Sending out emails and SMS, is not building the relationship. It is part of the building blocks.
Therefore, CRM is about how you see your client in your business, how you define the relationship with the client and how you manage that relationship (the effort you put into the relationship).
With the advances in technology it has become a lot easier to manage a relationship. It has become easy to implement a system to assist with building relationship. The biggest challenge is maintaining the activity it takes to uphold the effort in building that relationship. Once the effort becomes habit, the business starts benefiting.
One of the most important tools for building a relationship with a customer is CMR software. It becomes a tedious task to build a relationship without a dedicated tool and system.
The ten main process steps to implement a CRM system is:
1) Define the relationship with your client
2) Define the goal of the system
3) Determine the best solution (local or web based) according to benefits
4) Make a selection on the best tool for the job
5) Create an implementation schedule
6) Create training material
7) Test, Test, Test
8) Communicate and inform
9) Conduct training
10) Improve, Improve, Improve
Contact Purple Fly Marketing for a new look at your CRM needs. Purple Fly focuses on Small to Medium Business Web Based CRM Solutions that is affordable to implement and maintain (CRM Software)
