Crm (Customer Relationship Management) in Computer Hardware Servicing

Topics: Customer relationship management, Customer service, Computer software Pages: 2 (495 words) Published: January 1, 2013
* The CRM and the examples of its different applications
CRM (Customer Relationship Management)  is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service. Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments. Measuring and valuing customer relationships is critical to implementing this strategy. (Source:

Some of its applications are:
* Telemarketing teams
* Multi-division businesses
* Workflow optimization
* Marketing automation
* Management reporting
(Source: * The various ways in which the CRM application (Clarify) saves costs or helps in other ways The software Clarify saves costs by making the customer service efficient, reducing damage complaints. With the help of the software, service reps can give sound solutions to customers’ concerns and inquiries. The software eases the service reps’ work on digging up information and customer records, giving them the output of quick service. This gives more time for other customers’ calls, letting the agents assist more problems. * The metrics I would use to measure before and after performance regarding the information technologies implemented in the case. The standard of the performance regarding the CRM is the satisfaction and reactions of the customers and as well as the...
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