- Provide better customer service
- Make call centers more efficient
- Cross sell products more effectively
- Helps sales staff close deals faster
- Simplify marketing and sales processes
- Discover new customers
- Increase customer revenues
Organizations can find their most valuable customers through "RFM"- Recency, Frequency, Monetary value
- CRM reporting technology- help organizations identify their customers across their applications.
- CRM analysis technologies- help organizations segment their customers into categories
- CRM predicting technologies- help organizations make predictions regarding customer behavior
Using Analytical CRM to Enhance Decisions:
- Operational CRM- supports traditional transactional processing for day to day front office operations or systems that deal directly with the customers.
- Analytical CRM- supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers.
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