Wizard Systems
Unit 7 Badminton Court
Station Road, Yate, Bristol, BS37 5HZ, UK.
01454 316800
wizard1@wizard-systems.com
CRM Software / Customer Relationship Management (CRM)
CRM software enables organisations to better serve their customers through the introduction of reliable systems, processes and procedures for interacting with those customers.
Customer relationship management (CRM) helps businesses to understand the behaviour of their customers and modify their business operations to ensure that customers are served in the best possible way. CRM helps a business to recognise the value of its customers and to capitalise on improved customer relations. The better you understand your customers, the more responsive you can be to their needs.
CRM Software covers 2 main areas
In a complete CRM solution, these 2 areas would be integrated to give a complete customer management system.
Contact Management and Sales Force Automation (SFA)
At the heart of every CRM system should a central, sharable, accessible, contact database of all your leads, prospects, customers and even suppliers. It's a complete system for sharing all the contacts of the business and allows you to categorise them, profile them and record your interactions with them (Calls, Appointments, Letters, Quotes, E-mails and so on).
SFA (Sales Force Automation) is a technique of using the CRM software to automate the business tasks of creating quotes to customers, tracking your potential sales, sales forecast analysis, sales activity levels and employee performance evaluation. SFA is often used interchangeably with CRM.
A CRM Software system will also help you with your marketing and communications to prospects and customers in a targeted way. The CRM system can create direct mailings, e-mails, telephone calls and other marketing campaign activities.
Customer Service with CRM
CRM Software in a Customer Service area is designed to help facilitate customer interactions with a service or support department. CRM Software helps in the logging of service requests, complaints and other types of support activity. The CRM system will allow access to all customer interactions - appointments, tasks, notes, email, inbound and outbound calls - in a single location, and are automatically linked to specific contacts and company details related to a customer service incident. Through quicker incident resolution, an organisation is better able to increase customer satisfaction and loyalty. In most organisations, a significant part of their revenue comes from existing customers, so it pays to keep them happy!
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