CRM BUSSINESS SOLUTION

As a business person, you may often hear the term CRM or Customer Relationship Management. CRM is a different approach in managing corporate relationships with customers at the business level so as to maximize communication and marketing through managing multiple contacts. This approach supports to retain customers and provide added value continuously to customers.

CRM (Customer Relationship Management) combines policies, processes, and strategies implemented by the company into a single unit that is used to interact with customers and also to track customer information. Currently, CRM implementations almost always use information technology to attract new profitable customers, until they have an attachment to the company.

CRM PURPOSE

Improve the relationship between the company and existing customers to increase the company's revenue.

Provide complete information about customers to maximize customer relationships with the company through up selling and cross selling, so as to increase profits by identifying, attracting and retaining customers who provide the most added value to the company.

Using integrated information to produce satisfactory service by utilizing customer information to meet customer needs so as to save customer time.

Generate consistency in procedures and processes for delivering answers to customers.

Benefits of CRM For Business

Increasing Customer
Loyalty

CRM allows companies to leverage information from all points of contact with customers, whether through the web, call centers, or through marketing and field service staff. With consistency and ease in accessing and receiving information, the service department can provide even better services to customers by utilizing various important information about these customers.

Reduce Cost

With the implementation of CRM, sales and service to customers can have a specific and focused scheme, and can target services to the right customers at the right time. Thus, the costs incurred will be well detailed and not wasted which leads to cost reductions.

Improve Operational Efficiency

Automation of sales and service processes can reduce the risk of declining service quality and reduce cash flow burden. The use of web technology and call centers, for example, will reduce bureaucratic barriers and costs and administrative processes that may arise.

Improved Time to Market

The application of CRM will allow companies to obtain information about customers such as data on purchasing trends by customers that companies can use in determining the right time to market a product.

Increased revenue

As mentioned above, the right CRM implementation will increase customer loyalty, reduce costs, improve operational efficiency, and increase time to market which will ultimately lead to increased company revenues.

CRM FUNCTIONS FOR BUSINESS

CRM helps companies to develop new products based on complete knowledge of customer desires, market dynamics and competitors by:

- Keeping existing customers.

- Get new customers.

- Cross selling : selling other product that may be needed customers based on their purchased

- Upgrading:offer higher customer status (gold card vs. silver card).

- Identify customer habits to avoid fraud.

- Reduce operational risk due to customer data stored in one system.

- Faster response to customers.

- Increase efficiency due to process automation.

- Improve the ability to see and get opportunities.

CRM IMPLEMENTATION

An example of the application of CRM technology in companies that are most often used is the "Call Center" as we know Customers are king, and must be served as well as possible. The goal is to be satisfied and return to buy the products offered. For example, in the Call Center, as soon as the customer finishes the call to the customer call center, e-mail notifications and the workflow for resolving complaints run automatically, so that everyone involved in the company immediately knows. "The work process is more efficient, and the company can better detect and respond to existing problems," . In addition, with CRM, companies are able to increase their marketing efforts by utilizing existing databases, including products or services that have been purchased by previous customers and information on other market segmentation. Companies that use the internet for their operational activities benefit from this database approach. They are able to communicate with their customers via the website or email, and this means that the whole effort is made not only to target a specific target but also because the cost is very cheap and practical. PT Solusindo Total Teknikatama is Zoho Partner Indonesia who has implemented various customization on ZOHO CRM on various companies in Indonesia.

To implement a CRM strategy, at least 3 (three) key factors are needed, namely (1) professional people (sufficient qualifications), (2) well-designed processes and (3) adequate technology (leading-edge technology). . Professional staff not only understand how to deal with customers but also understand how to use technology (for CRM). Anything without good design will fail, and so will CRM. CRM user companies must already know the desired business objectives and business requirements from implementing this CRM. CRM technology should at least have the following elements:

Business Rules

Depending on the complexity of the transaction, business rules must be established to ensure that transactions with customers are carried out efficiently. For example, customers with large purchases that bring in huge profits should be served by senior and experienced sales staff, etc

Data Warehousing

Consolidation of information about customers must be carried out in one unified system. The results of the analysis must be able to display certain clues about the customer so that sales and marketing staff are able to carry out focused campaigns against certain customer groups. Later this data warehouse must also be able to increase sales volume by cross-selling or up-selling.

Situs (web)

CRM must have self-service capabilities. Only web based applications can support this. Customers can make transactions themselves, know how much to pay, etc.

Reporting

CRM technology must be able to produce accurate and comprehensive reports, later useful for analyzing customer behavior, etc.

Many companies offer “live” CRM solutions that have varying levels of functionality. Usually these products are sufficient. But that's not what makes a successful CRM implementation. Integrated business processes and consolidation of existing data during CRM implementation will ensure the success of CRM itself. The basic question that arises at the outset is whether a company needs CRM?

NEED! Because with the existing business trends, the main goal now is to increase customer loyalty to our company. With increased customer loyalty, future business continuity can continue. Companies that implement CRM gain a better understanding of their customers and their needs.

Combined with data warehousing, data banks and help desks or call centers, CRM helps companies to collect and analyze information about a customer's history, what he or she is interested in, what are their complaints and even other data to guess what's going on. customers will buy in the future.