You want to compare favorably with the competition and offer products that correspond with your customers' needs. Information and knowledge about your customers will save you money and increase your profits permanently. Customer Relationship Management (CRM) will help you achieve all of this.
CRM (Customer Relationship Management) means targeted and meaningful communication with customers. It facilitates contact, helps to acquire and sort information and, especially, helps to increase the effectiveness of customer care.
offers
CRM is a system of marketing, business, service and
communication processes. It is a tool for maximum utilization
of information about customers with the aim of maintaining
long-standing profitable relations with them, increasing their
loyalty, anticipating their behaviour and influencing them
purposefully.
It cultivates close relations with the customers by means of
constant monitoring of their requirements. Continuous customer
care enables substantial improvement of financial indicators
such as turnover, costs and profitability. From the point of
view of the company's information system, CRM is created by
integration of back office applications for business, marketing
and sales, and front office applications for e-business, the
call centre and service.
Telefónica Czech Republic offers CRM systems from companies TeliaCall, GENESYS, NEXTIRAOne and SAP. On the customer's request it is also possible to choose other suppliers or partners
CRM offers:
- gathering of data about business cases and customers
- form and manner of the organization's behaviour in relation to the customer
- philosophy, strategy and approach of the particular company to its customers
- ability to react flexibly and effectively to the constantly changing competitive environment and increasing customer needs
aims of CRM
- acquisition of new customers
- retaining present customers and increasing their loyalty
- profitability of customers
- determination of customers' priorities
- determination of profitability of customer segments
- control of marketing processes
- creation of comprehensive Internet shops
- implementation of other processes enabled by CRM
CRM benefits
- a satisfied customer does not think of leaving and going to the competition
- the development of products can be defined according to the customers' current needs
- fast increase in quality of products and services
- ability to sell your products and services better
- optimizing of costs for communication with customers
- the correct choice of the communication tool will also influence other marketing tools
our offer
We offer comprehensive solutions of CRM systems, their supply, implementation and operational support. We always pay attention to your needs and requirements. We try to offer exactly custom-made service.
- development of analysis for the project of implementation of the CRM system
- suggestion of software and its delivery in a configuration corresponding to the suggested solution
- development of the implementation project with respective project documentation
- pre-implementation preparation for realization of the solution
- testing of software before its installation and implementation
- performance of installation and implementation of software
- provision of operational support of installed and implemented software on the basis of terms specified in the business contract
- training of operators
- data integration in information systems
- guaranteed increase of effectiveness of business processes
contact centre
The basis of a functional CRM is the contact centre which should be the only access point to the company for the customers. The contact centre does not mean only the Call Centre but an entire complex of activities - customer contact, gathering of information, their analysis and subsequent usage. We offer our services of a custom-made Call Centre, which we will prepare exactly according to your requirements. Every contact with a customer is a business opportunity. That is why the operator should record each contact with the customer and have all data and the entire history of contacts with the particular customer available as well. Professionalism in customer relations is worth it, because both the customer and the company obtain the correct information.
for whom
The CRM system is intended for companies that want to become customer-oriented and thus better succeed in the competition. It enables them to pursue two basic objectives: get to know the customer's needs and fulfil the company's intentions resulting from this knowledge.
CRM systems
The most general division of CRM systems is into analytical and operative (executive).
analytical CRM
- starts implementation of CRM system
- tracks history of relations with the customer
- separates customers into segments and
- analyzes customers' behaviour
- analyzes marketing tools
- models the customer's behaviour
- offers consistent view on the customer
operative CRM
- operative CRM is implemented on the basis of analytical CRM
- supports interaction with the customer via various types of channels
- implements, optimizes and creates new business processes
- supports corporate strategy
- suggests corporate actions and monitors customer reactions
customer data
CRM offers tried and tested systems of data gathering and storage. Each company has their own data about customers. The facts which the company cannot obtain from its internal systems can be ordered from an external company or systematically collected during communication with the customers. If the company knows which segment of customers they want to address with their product, they know which data need to be acquired. Then there is an analysis to get to a specific demographic and the business characteristics of the customer.
customer relationships
CRM enables the building of an ideal relationship between the company and the customer on the basis of mutual trust. The customer should refer to it in cases of simple needs but also if they need related services or services from a similar branch. Thus the company becomes a sort of consultant for the customer, a single supplier of a complex of services. It should become a home company which the customer turns to in confidence whenever asking for goods, advice or contacts.
service scheme
