Customer Relationship Management
(CRM)
Companies have to gear up for the new 24-hour global economy where customers do business on their own terms. “Whenever, However, Wherever they
want...”
What do you want? You want communication from your customers, anywhere, anyhow, by email, Internet,
Phone, Fax, WAP or face-to-face. CRM presents your face to the world. Gives a global real-time view of your customers. You acquire, retain, and build loyalty.
CRM programs involve three basic business processes:
Customer Sales, Service & Support Solution
This application has gained major importance since customer retention and profitability depends, in many cases, on delivering superior service. This application helps organization to support the unique requirement of their customer with greater speed, accuracy and efficiency. Common application includes:
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Quotation Generation and Management
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Product & Pricing Management
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Order Management
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Dispatch Management
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Complaint Management
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Customer Care
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Incident, defect and order tracking
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Field Service
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Problem and Solution Database
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Repair Scheduling and Dispatch
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Service agreements and contracts
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Service request management
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Judging Customer satisfaction via online surveys
