Customer Relationship Management (CRM)

• Marketing management
• Sales management
• Customer service management
• Monitoring marketing campaigns
• Evaluating marketing campaign ROI
• Increasing customer loyalty
• Providing customer feedback (request forms and interactive features)
• Prompt reporting on customer relations
• Increasing repeat and cross-sales
• Developing action scenarios for call-center employees

• Customer contacts remain within the company rather than “walking away” with individual salespeople
• Preservation of all historical customer information
• Reduction of labor costs for searching customer information
• Increased productivity of customer-facing personnel
• Preservation of all historical customer information
• Availability of a complete picture regarding customer communications
• Global search (like Google) across the entire CRM base (correspondence, requests, topics)
• Loyalty management – bonus schemes

The implementation of a CRM system provides distributor companies with convenient and easy-to-use tools for regulating and subsequently analyzing various marketing campaigns in terms of costs and results; it allows managing relationships with customers and suppliers at all stages of intersection and interaction with them.

A CRM system enables distributor companies to:

• Have complete control over the situation in communications with suppliers and customers.
• Evaluate customers and suppliers from a profitability perspective.
• Increase customer and supplier loyalty and enhance brand awareness.
• Control, evaluate the effectiveness, quality, and results of marketing campaigns.
• Reduce marketing and sales costs without sacrificing quality.
• Make the sales process transparent.
• Increase sales to existing customers.
• Simultaneously manage several potential and existing customers or deals; control project execution deadlines.
• Reduce the time spent on: creating reports of any complexity followed by analysis; searching for information and performing routine operations in the system.
• Minimize the risk of losing customer information and customer databases.
• Increase staff efficiency and quality of work.

The implementation of a CRM system enables service sector companies to monitor and analyze all contact information and any customer data, orders, preferences, contracts, cost of provided services, etc. At the same time, managers can thoroughly analyze and control the effectiveness, quality, and conscientiousness of employees’ work with customers.

Using a CRM system in service sector companies makes it possible to:

• Establish a clear action scenario for working with various types of customers and front-office employees.
• Monitor and analyze all information regarding customer interactions.
• Analyze and timely respond to the workload of company specialists when working with customers. Reallocate tasks between employees or departments if necessary.
• Track and analyze the quantity and quality of solved customer tasks by each employee.
• Minimize the costs of compiling and analyzing reports and searching for information.
• Manage multiple customers, contracts, and projects simultaneously.
• Control request execution deadlines.
• Obtain a complete picture of customer communications at any time.
• Minimize the risk of losing customer information or customer databases.
• Help company employees easily find customer information within the general corporate information pool.
• Increase staff efficiency and quality of work.

The world’s largest manufacturing companies spend vast amounts of money on spreading information about manufactured products, matching a specific producer image, and maintaining a high status in the eyes of customers and suppliers.

Implementing a CRM system in manufacturing companies makes it possible to:

• Monitor and analyze the need for marketing campaigns.
• Make the effectiveness and quality of marketing campaigns transparent.
• Evaluate profitability metrics for any customer or project.
• Increase customer loyalty and company brand awareness.
• Reduce time spent on gathering and analyzing information when working with customers.
• Increase repeat and cross-sales to existing customers.
• Increase the accuracy of forecasts regarding closed deals and incoming funds from sales to company accounts.
• Minimize sales and marketing costs.