Customer Relationship Management (CRM)

What does CRM mean for your company?

 

Within the framework of CRM (Customer Relationship Management), the company deals with the holistic orientation towards its customers, including the following areas:

In the field of marketing, CRM supports the optimal design and implementation of campaigns, lead management and the analysis of success.

The optimisations for sales to increase turnover include adapted sales processes and methods, faster reaction times of the field staff and successful quotation processing.

In customer service, for example, the benefits are evident in the long-term increase in customer satisfaction through optimised service and complaint management.

How does your CRM system become a success?

The CRM system can be divided into four functional task areas, whose interaction is decisive for success:

Communicative

Operative

Analytical

Collaborative

In communicative CRM, it is about the documentation of all communication channels such as e-mail, chat, activity feeds, SMS, letter, fax and telephone. Continuous availability is guaranteed here. In addition, all company divisions are familiar with the complete customer history, and a uniform image of the company is created: One Face to the Customer.

With operative CRM, it is important to make all important information about the customer easily accessible: 360° view of the customer. Optimum operative support for employees in all areas is crucial, because success stands and falls with user acceptance.

The analytical CRM is characterised by easily accessible KPIs, evaluations and reports. The aim is to identify trends in customer behaviour in good time. The results are summarised and presented in a sales, service or marketing dashboard.

In collaborative CRM, all CRM systems are built into a heterogeneous system landscape: From the isolated solution to the integrated system. In this way, cross-system processes can also be optimally supported.

We help you design and implement a successful solution and are at your side – from analysis to implementation of customised and highly specialised user interfaces (GUIs).

Our extensive experience with data warehouse concepts and ETL/OLAP technologies makes us a good partner for you.

Have we aroused your interest?

Do you have questions, suggestions or are you interested in our offer? We will be pleased to contact you.