Customer relationship management system (CRM), is very important. The owners of various businesses and organizations who have a large customer base find it difficult to follow the inquiries, purchases and other many actions that are done through their customer base. The CRM system is designed to meet these needs and provide a variety of professional tools that are particularly suitable for monitoring and controlling all actions and inquiries of the customer base. It is not only about convenience, but also about improving the way of working and the conduct of the organization/business system.
The CRM system has many options, from entering customer data, documenting orders and purchases made to the possibility of generating advanced invoices. Use of the system will be possible after connecting to a remote server that contains the organization's information and data. The system user receives a username and password that allow him to connect to the server and perform his actions accordingly.
CRM systems are characterized by Main ingredients, and they are:
Comprehensive customer information
- Client characteristics: Private client – Age, occupation, marital status. business client – Field of occupation, key positions holders, geographic location of the company.
- Customer consumption patterns: Identifying and understanding the customer's consumption patterns based on past consumption actions.
- Customer preferences: which products/services the customer has a preference for. What is the type of service that the customer prefers to receive from the company, telephone service, mail, e-mail, or does the customer prefer to receive service by meeting with a representative from the organization/company.
- Degree of customer satisfaction: Is this a satisfied customer who will continue to consume the company's services/products or is this a customer who is not satisfied and prefers to stop the contract with the company in favor of a competing company in the field.
Services
What services does the organization/company provide, what service is the customer interested in, what type of service does the customer wish to receive, how does the organization/company provide its services and in what ways?
marketing system
The marketing component deals with the way in which the organization/company markets its products or services. This is expressed in the segmentation of customers into groups according to the suitability of products/services, a marketing campaign according to a corresponding market segment, new promotions of the company, etc.
The CRM system combines the actions of acquiring customers by receiving leads, retaining customers by sending distribution lists by e-mail and SMS, and receiving new customers while referring to the source of the customer's arrival (radio advertising, prospect or flyer, television, internet) through this, the customer can be associated with the appropriate marketing person of the company who will know how to handle the customer accordingly.
In order to improve the way the company/organization's customer relations are managed, DigitalST has included an advanced and convenient customer management module in the DigitalCMS 5.1 content management system, which allows its customers to create customer cards and quickly and professionally manage all the personal details of each and every customer. This module saves the installation of third-party CRM software on the computer and allows optimal access from any place and time and does not require prior technical knowledge.