Customer Relation Management -CRM

01/09/2015

Do you know that...


Some businesses sends handwritten notes to their customers, this makes customers feel special. The relationship between the company and businesses is strengthened..
How would you like a note from your favourite shop thanking you for shopping with them?

31/08/2015

Interesting read about Social Media Marketing

Owner of  Frugal Business & Schiemer Consulting. Digital Marketing Manager & Social Media Specialist. Inbound Marketer. Community Manager. Online Reputation Management. Social Selling. Entrepreneur. Analytics. SEO. B2B. B2C. CRM.

30/08/2015

Did you know that....


When it comes to CRM, Retailers have the opportunity to leverage social technologies in their favour..
"Statistics show that in 2012 only about 30% of businesses were answering questions or responding to customers via social media, in 2013 that number more than doubled to 62%." -Jeff Orloff
This reason for this turn is that customers are more comfortable using social media to find answers and resolve their problems.

What do you think?

30/08/2015

Ever wonder how the CRM system works in retail stores?

A CRM system keeps records of customer purchases and customer service calls. It keep track of the products each customer has purchased and whether there have been any warranty or dissatisfaction issues with the purchase. This information allows the store to send out special offers to customers when the products they have purchased reach the end of their lives. Such strategy keeps the products of the store in front of their customers just when they might need them and maybe give you the benefit of lower pricing...

28/08/2015

Did you know that:

Customer loyalty programs is also part of CRM, businesses issue reward points and bonuses to keep valuable customers.
Do you have reward cards?

28/08/2015

How does CRM improve customer service?

CRM can improve a company's customer service practices, helping employees respond to clients queries quickly and effectively. For example, and entrepreneur can track customers complaints and see where and why the company is not performing well. The CRM software can also provide insights into clients order trends, ensuring that personnel never mess up any order related questions in the future..

23/08/2015

Thinking of starting your own business one day? Here is why CRM is important for businesses...

Customers these days are very smart and they are well informed and ready to make decisions before they approach a business. The CRM is the fundamental business policy that incorporates internal procedures and functions as well as external systems to generate and provide value to targeted customers while making a profit for a business.

"A business absolutely devoted to customer service excellence will have only one worry about profits, they will be embarrassingly large" - Sir Henry Ford.

21/08/2015

Customer relationship management (CRM) is a combination of people, processes and technology that seeks to understand a company's customers. It is an integrated approach to managing relationships by focusing on customer retention and relationship development. CRM has evolved from advances in information technology and organizational changes in customer‐centric processes. Companies that successfully implement CRM will reap the rewards in customer loyalty and long run profitability. However, successful implementation is elusive to many companies, mostly because they do not understand that CRM requires company‐wide, cross‐functional, customer‐focused business process re‐engineering. Although a large portion of CRM is technology, viewing CRM as a technology‐only solution is likely to fail. Managing a successful CRM implementation requires an integrated and balanced approach to technology, process, and people.

source: Injazz J. Chen, Karen Popovich, (2003) "Understanding customer relationship management (CRM): People, process and technology", Business Process Management Journal, Vol. 9 Iss: 5, pp.672 - 688

16/08/2015

Nelson Mandela bay municipality Port Elizabeth customer Care Centre "good example of how to get fit back from customers in order to improve service".

16/08/2015

The university from where the research is been conduct

15/08/2015

Due to increasing competition in most businesses, management has come to realise that they can no longer afford to take their customers for granted. Businesses nowadays make it easy for customers who are unhappy with a particular product or service to switch to a completing brand or service without much difficulty.

"Customer relationship management (CRM) focuses on building a learning customer relationship, developing a base of loyal customers and at the same time increasing profitability. Nurturing and building a meaningful relationship with customers will ensure customer loyalty and decrease the chance of the customer switching to the organization's competitors. Implementing strategies such as customisation, following up and providing excellent customer service will lead to long, successful customer relationships," (Berndt & Tait, 2014:23)