Client orientation and marketing based on relationships represent a stage of marketing appeared in the 90’s, as a result of intensified competition between companies on the worldwide stage. Back then, client management meant to have some lists with the name of clients, their addresses and maybe a few details about their preferences. Things are changed now, when each company has thousands of clients to manage, and for this, the special programs appeared.
The CRM programs can offer specialized products tailored on the needs of client. It is now possible to choose the right product for the right client, and to assess the possible desires of those. The segmenting of the market requires performances, and this can only be done if the CRM program is really reliable.
The CRM program allows you to receive feedback from clients. You will know how they feel about the products that you sell, what are their expectations, and what could you do to improve their general impression about you. The messages can be personalized, and the clients would feel like they benefit from the entire attention. Those effective marketing channels can be used with minimum costs, as long as you will send the right message about the suited product to a designed client.
Establishing a contact with the client has never been so easy. Considering his options and desires, it is possible to promote your products by phone, at the headquarters of the client, through agents, and even through unusual channels such as social media websites. The quality evaluated this way is perfect for establishing the development directions.
CRM is a process used by a company to organize and use all the details about clients, in order to meet their needs in an effective way.
Many times, the clients are annoyed when a customer service agent calls them numerous times for the same problem. This happens because the agents can’t know if somebody else from the company already called the client. The CRM software does this for you: in each moment, all the agents will know how many times a client was called, what his answer was, and what perspectives are seen.
The CRM for small businesses eases the life of agents, even if it might seem a little complicated at start. Implementing a program if this kind is only the first stage of the process. Teaching employees about using the program is another thing to solve. The eldest employees, who are still found of the traditional marketing methods, might not be so thrilled to change their working style, but it is the job of the HR department to convince those about the usefulness of the program.
The results of the CRM can be observed instantly, if all the employees of the company use it. In the modern marketing world, a CRM is more than an option. As long as all your competitors have it, you should also think about implementing such solution. Usually, the expenses are covered in 3-6 months, by an increasing profit and by a better relationship between company’s agents and clients.
