By Siva Ramadasu ( )
...Is a blue print created to define the solution
Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.
Architecture can be broken down into three categories Operational Collaborative Analytical
Operational CRM deals with the automation of certain business processes “When a connection is made to a customer, the information related to this interaction will be automatically stored in a database, and the company can pull up specific information on that customer when it is needed”.
1. Enterprise marketing automation 2. Customer service automation 3. Sale force automation It can further be broken down into three components
It will give the company information about the business climate, and it will also provide them with crucial data on their competitors Enterprise marketing automation deals with strategies a company can use to strengthen their marketing tactics
Consumer Relationship System (CRS) Customer service and support will automate specific processes that are connected to service. An example of this could be item returns or customer complaints.
It will be responsible for automating some of the company's sales tasks. Tasks that SFA would automate are Demographics, Customer needs, and Accounting management. A number of corporations will use call centers to store data on their customers.
It deals with analyzing data that is collected by the company. It can also be used to provide important information to customers within a short period of time To retain the customers It can also be used to provide important information to customers within a short period of time It is an important tool for fraud prevention and detection
Collaborative CRM Interaction between company and its customers. personal telephone Internet Collaborative CRM will give companies a powerful form of communication that will utilize multiple technologies. Responsible for providing services over the Internet. Important part of all interactions.
“ Customer relationship management can also be used to stop problems before they occur. A number of companies strive to solve problems once they occur, but CRM can be used to stop potential problems before they occur. Preventing a problem is much easier than solving it”