CRM – optimizacion

SEQUENTIAL AUTORESPONDER

Due to the state of the current economic environment, customer relationship management ( CRM ) plays a key role in many companies – whether they are service providers or material producers, in which contact with customers is intensive. – because valuable relationships with clients in the market are becoming more and more important. Thanks to Information Technologies (IT), it is possible to implement business strategies for the management of commercial relationships, aimed at customer retention and loyalty.

This concept originates from relationship marketing – dedicated to attracting, maintaining and intensifying relationships with customers -, which is the physical representation of relationship marketing through the use of Information Technologies. Despite its novelty, since it emerged in the 1990s, it has become a key tool for business management today in such a short time.

Taking the above into account, this novel concept can be defined as the set of communication, marketing, business and technological infrastructure strategies, designed with the objective of building lasting relationships with customers, identifying, understanding and satisfying their needs. All of this implies a redesign of the processes to orient them to the client so that through the personalization of the company’s offer, the needs of the clients can be optimally satisfied, generating long-term loyalty relationships with them, which are beneficial for all those involved.

Below we will mention some advantages that these systems have:

The organizations that obtain the greatest benefit, without excluding the rest of the companies, are those in which there is intensive contact with their clients throughout the process of manufacturing and executing a service, which are especially positioned to establish relationships. long term with clients. The implementation of these systems is useful to stay in touch with customers at the different stages of a sale, service provision and monitoring for quality control.

It is much more profitable for any company to retain its existing customers, by developing the right long-term relationships to satisfy their needs, than to attract new customers through other processes.

Companies must focus their attention on developing personalized relationships with their customers, as these serve as a means to achieve competitive advantages. As many companies are streamlining their entire value chain, they are structurally transforming their internal and external business processes, using technological initiatives such as CRM implementation .

Some intangible benefits that can be obtained from its correct implementation are:

By keeping the communication channel between the company and customers open and active, it is much easier to detect and correct errors or failures in any of the processes carried out to provide the service that has been paid for by the customer.

Customers are satisfied not only with the service that the company promises to provide in exchange for remuneration but also with the attention paid to them as they are key to the proper functioning of the company.

Because customers feel heard, they value the additional attention and consciously or unconsciously decide to be loyal to the company that provides them with the services they need. Along with customer loyalty, customer retention through long-term employment or commercial relationships is implicit.

Thanks to the use of appropriate software for the complete management of a company’s commercial relationships, reliable statistics can be created on the functioning of many processes that are carried out simultaneously and that impact the relationship with customers.

As all the information about each relationship with each client is registered in the same place, it is very easy to access the necessary information about a client and their current status with the company, preventing said information from being distorted when passed by word of mouth or even from desk to desk.

Although the above benefits cannot be measured exactly in all companies, they lead to obtaining other benefits that are tangible, of which we will mention only the most relevant:

At Online Optimization we are concerned with various organizational and technological success factors, as well as knowledge management and customer orientation when implementing strategies for managing customer relationships.

All of this ensures the expected results at a financial and market level, thanks to the fact that we pay special attention to all the details, which means that our clients’ clients are always satisfied.