Customer Intelligence is the process of gathering, analyzing and exploiting information of a company's customer base. Any popular customer relationship management software must have customer intelligence.
Process
Information can be obtained about customers' existing and future needs, how they reach decisions, about their behavior as well as about the competition, conditions in the industry, and general trends. To properly manage the relationship with the customer the business needs to collect the right information about its customers and organize that information for proper analysis and action. For a vertical blinds company who is selling roman shade, faux wood shades and other types of blinds online. They need to collect information and they need to organize them in proper way so that what is the time when people tends to go for purchase or any other conclusion they can make. Same with the case of instant life insurance rates company, they need to come up with the new polices at the time when people are going for tax planning like financial year ending.
Tools
Tools like Speech Analytics can be used to understand customer and prospect behavior. Some Customer Intelligence solutions analyze telephone conversations taking place between companies and customers and then deliver insights to the desktops of senior executives and managers. New is using click behavior on a website to drive the Customer Intelligence. It's sometimes called behavioral targeting for lead generation purposes. You can predict someones product interest and buying intention based on the clicks and visits of a corporate website. There are 3 vendors in the field. Omniture; Netmining and Webtrends. Privacy is a hot item here. Some companies are using opt-in and refuse to collect IP addresses.
Ref: wikipedia
Showing posts with label CRM. Show all posts
Showing posts with label CRM. Show all posts
Friday, January 16, 2009
Wednesday, February 6, 2008
Aspects Of CRM
We are talking CRM Functions here. A CRM Software is having many aspects and which included agency management system too.There are many aspects of CRM which were mistakenly thought to be possible to be implemented in isolation from each other.
From the outside of the organization, a customer experiences the business as one entity operating over extended periods of time. Thus piecemeal CRM implementation can come across to the customer as unsynchronized where employees and web sites and services are acting independently of one another, yet together represent a common entity.
CRM is the philosophy, policy and coordinating strategy connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.
The different players within the organization are in identifiable groups:
Customer facing Operations - The people and the technology support of processes that affect a customer's experience at the frontline interface between the customer and the organization. This can include face to face, phone, IM, chat, email, web and combinations of all medium. Self-service kiosk and web self-service are doing the job of vocals and they belong here.
We talk on other aspects of crm in our next post.
ref: agency management system, crm software, wikipedia
From the outside of the organization, a customer experiences the business as one entity operating over extended periods of time. Thus piecemeal CRM implementation can come across to the customer as unsynchronized where employees and web sites and services are acting independently of one another, yet together represent a common entity.
CRM is the philosophy, policy and coordinating strategy connecting different players within an organization so as to coordinate their efforts in creating an overall valuable series of experiences, products and services for the customer.
The different players within the organization are in identifiable groups:
Customer facing Operations - The people and the technology support of processes that affect a customer's experience at the frontline interface between the customer and the organization. This can include face to face, phone, IM, chat, email, web and combinations of all medium. Self-service kiosk and web self-service are doing the job of vocals and they belong here.
We talk on other aspects of crm in our next post.
ref: agency management system, crm software, wikipedia
Thursday, October 11, 2007
CRM Functions
Last time we talked about 3 different modules in CRM Software.
1. Marketing
2. Sales
3. Service
We talked about Marketing as one of the major module and it's functions in CRM Software Functions which is part of agency management system. Today we will continue our talk about remaing two functions of these modules.
2) Sales:-
Power your sales team with CRM that have functionalities of Sales Module. The sales team can manage leads and keep track of the communication with prospects, referrals and customers. For a big sales team or a call center the CRM must have fast and automated system to pull up customer data. Sales Automation Module features:
· Appointment Management
· Time Management
· Calender Management
· Reporting
CRM gives sales team the power to close the sale quickly.
3) Services:-
After marketing and selling the product your company must have a very good customer services team. CRM should have a good services module which can help the customer services department. They should be able to manage service contracts, tracking individual cases and recording information in a search able knowledge base.Services Automation Module features:
· Product Database
· Knowledge base search
· Customer tracking
· Contract Tracking
· Customer History
CRM gives customer service team a quick way to help the customers. This is very important so that the customer get satisfy by not just product but also with the service. These CRM functionalities help make any CRM strong. All of these modules must be integrated to make the system strong. Next time we will talk about Enterprise Resource Planning (ERP) and Sales Force Automation (SFA). What is the difference between ERP system and CRM system?
1. Marketing
2. Sales
3. Service
We talked about Marketing as one of the major module and it's functions in CRM Software Functions which is part of agency management system. Today we will continue our talk about remaing two functions of these modules.
2) Sales:-
Power your sales team with CRM that have functionalities of Sales Module. The sales team can manage leads and keep track of the communication with prospects, referrals and customers. For a big sales team or a call center the CRM must have fast and automated system to pull up customer data. Sales Automation Module features:
· Appointment Management
· Time Management
· Calender Management
· Reporting
CRM gives sales team the power to close the sale quickly.
3) Services:-
After marketing and selling the product your company must have a very good customer services team. CRM should have a good services module which can help the customer services department. They should be able to manage service contracts, tracking individual cases and recording information in a search able knowledge base.Services Automation Module features:
· Product Database
· Knowledge base search
· Customer tracking
· Contract Tracking
· Customer History
CRM gives customer service team a quick way to help the customers. This is very important so that the customer get satisfy by not just product but also with the service. These CRM functionalities help make any CRM strong. All of these modules must be integrated to make the system strong. Next time we will talk about Enterprise Resource Planning (ERP) and Sales Force Automation (SFA). What is the difference between ERP system and CRM system?
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