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Contents of Document:
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1. Background
Most IT Companies are still a long way from getting the ‘single customer view’. The
CRM system will provide administrative staff with a single interface from which to
access to the information needed quickly to make business decisions, , process work
and target marketing campaigns while monitoring the outcome of all of these
functions. The CRM offers a secure environment, which can be accessed through the
Internet.
2. What is CRM?
In addition to all the usual customer care principles, CRM includes the storing of
customer information in a database (or data warehouse) and using the information in a
way that improves the customer's “experience”. The principal aim of CRM is a
mutually beneficial relationship with the most potentially valuable customers. It is a
series of continuous customer interactions with the goal of increasing a customer’s
long-term value to the organisation. Customers are developed and retained through
increased satisfaction and loyalty.
Building on traditional customer service principles, the extra, new ingredient with
CRM is the ability to store and retrieve customer information in a way that improves
customer service. In an ideal world, this data will be integrated with operational
processes to give a seamless interface from enquiry to delivery of products or
services. CRM is therefore based on the idea of tailoring your response to each
customer's profile using information collected about that customer.
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3. Project / System Objectives
It is hoped that implementing the CRM system will contribute to the following over
arching requirements and more specific business objectives:
Some of the overall target business requirements for the CRM module are listed
below:
- Ensures that issues are identified and dealt with in a timely fashion.
- Handshaking between sales and operations gives real-time intelligence
from sales through fulfillment.
- Provide a better level of customer service and the ability to look at a
customer’s entire ‘history’ from a single interface.
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• Improves Workforce Efficiency and Increases Revenue
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• Creates Credibility with Customers
.
- Demonstrate to customer’s company commitment to service and
accountability.
- Provide sales representatives with additional credibility as they
approach potential customers.
4. Scope
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5- Resource Requirements
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