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Customer Relationship Management (CRM)

Customer Relationship Management, better known as CRM, is a broad term that covers concepts used by companies to manage their relationships with customers, which may include attracting the customer, analyzing the customer, and satisfying the customer. CRM is not simply advanced technology; it is a comprehensive approach to customer relationship management. Straight Marketing offers different types of packages that accommodate customer relationship management and can include anything from setting up policies and processes, to customer service, employee training, marketing and systems/information management. To fill a company’s requirements, Straight Marketing considers a company’s needs before determining the best CRM tools.

Examples of How CRM Works!

To make sure that all of your customers receive the most personal attention possible, we at Straight Marketing make the process and implementation of CRM easy and professional. Suppose you were bombarded with a customer’s telephone calls every day, wanting to know the status and progress of the services you are providing. To spend time on the phone would not be very productive and would in fact be very time consuming and ineffectual. Instead of spending time making endless telephone calls, Straight Marketing can implement a CRM system where your customers can log into their account via the web and view all the details of the service being provided. Imagine all the time you can save without having to respond to unnecessary phone calls? When this occurs, you are happy, your customers are happy and everyone is satisfied. But this is only one small sampling of CRM. There are many others to choose from.

Three Types of CRM…Operational, Collaborative & Analytical

There are three types of CRM: operational, collaborative and analytical.

  • Operational CRM generally refers to products and services that allow an organization to take care of their customers. It provides support for various business processes, which can include sales, marketing and service. Contact centers, data aggregation systems and web sites are a few examples.
  • Collaborative CRM is communication with customers and covers direct interaction with customers including feedback and issue reporting. Interaction can take place through web pages, email, Automated Voice Response. Collaborative CRM greatly improves on services offered.
  • Analytical CRM addresses the analysis of customer data for a host of different purposes. In general it is used to design and execute targeted marketing campaigns that optimize marketing effectiveness. Analytical CRM takes into account product and service decision making, pricing and new product development.

The results of a CRM strategy are far reaching and can either be implemented in basic software or in a more complex software installation depending on the company’s requirements. We at Straight Marketing implement various CRM software packages that address a client’s needs whether it is for processes, sales or services. If you are ready to grow your business, contact us today to speak with our marketing experts. We are here to help you by implementing the most powerful online marketing solutions. Feel free to contact us at 800-713-9884 or e-mail us at info@straightmarketing.com with any questions or inquiries and we will respond promptly to your inquiry.

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