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CRM IS A MANAGEMENT PHILOSOPHY:
Driven by
Customer relations
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The workflows are described into actions and the relations with Customers are structured and categorised
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The actions are recorded in
a Data Warehouse that produces Key
Performance Indicators (KPI).
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The Data Warehouse allows theuse of Datamining Systems that will find useful correlations.
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KPIs and Datamining will feed the Operational Management in order to allow
data driven decision taking.
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The Balanced Scorecard is a preformatted comparison between the desired
performance level and the reality.It is analysed on a predefined frequency
in order to allow the perenniality of the Enterprises and it is one
important element of sound Corporate Governance.
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IMPROVING YOUR COMMERCIAL
PROCESSES: (Sales,
Services, Marketing)
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The
information about Customer relations will be used for decision making in order
to improve the commercial processes.
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Implementing a Customer Contact Center
(Service Center- Call Center) as such is not a necessary part of a CRM project.
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When the
data produced in the Contact Center by customer relations is used in order
to diagnose areas for improvement,
then we talk about CRM.
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For
example: statistic about the questions raised to the Contact Center (Service
Center - Call Center) will induce process modifications in order to suppress
or reduce the need for asking or in order to inform preventively the
Customers.
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