Customer Relationship Management :
Customer Relationship Managment is simply known as CRM is the process in which an organization collects , processes and uses the information so as to help them meet their requirements.
Let me try explaining this in a very common example.
Let say a user U is not able to make calls from his mobile phone to any body else. Then he calls the customer care [from another phone, lets say :P] and complains about the problem.
The receiver of the call at the customer care takes note of the complain and then notes it in the CRM tool and then transfers the case or ticket as you may call to a department, for example Technical Support.
Then, the Technical Support team works on that and then identifies that the issue is not technical and puts down the notes of their working.
Then transfers the case to the Billing department to investigate if there is any billing issues.
On receiving the case the billing department, works on the issue and then discovers that the customer has not made the payment for the month and as such the connection is frozen.
Putting in the notes in the case, the Customer care calls the customer and informs the same, sends an email, and also notes the conversation that happened with the customer on the call.
All the information - the notes, call information, troubleshooting, findings, etc. are stored in a central place accessible to stake holders. The tool that enables you to store all the customer related information so that you can manage the data is called Customer Relationship Management.
Having all the related information of a customer U at a place, it becomes easier for any one from any other department to study previous conversations, troubleshooting, etc and then work on the case if needed.
Imagining the process with out a CRM / Customer Relationship Management tool becomes very hard. Here we have seen that all the pieces of information that has been added to the tool is managed at a single place so that accessibility becomes easier and then one can easily understand the Case by going through the notes by the different departments.
Customer Relationship Managment is simply known as CRM is the process in which an organization collects , processes and uses the information so as to help them meet their requirements.
Let me try explaining this in a very common example.
Let say a user U is not able to make calls from his mobile phone to any body else. Then he calls the customer care [from another phone, lets say :P] and complains about the problem.
The receiver of the call at the customer care takes note of the complain and then notes it in the CRM tool and then transfers the case or ticket as you may call to a department, for example Technical Support.
Then, the Technical Support team works on that and then identifies that the issue is not technical and puts down the notes of their working.
Then transfers the case to the Billing department to investigate if there is any billing issues.
On receiving the case the billing department, works on the issue and then discovers that the customer has not made the payment for the month and as such the connection is frozen.
Putting in the notes in the case, the Customer care calls the customer and informs the same, sends an email, and also notes the conversation that happened with the customer on the call.
All the information - the notes, call information, troubleshooting, findings, etc. are stored in a central place accessible to stake holders. The tool that enables you to store all the customer related information so that you can manage the data is called Customer Relationship Management.
Having all the related information of a customer U at a place, it becomes easier for any one from any other department to study previous conversations, troubleshooting, etc and then work on the case if needed.
Imagining the process with out a CRM / Customer Relationship Management tool becomes very hard. Here we have seen that all the pieces of information that has been added to the tool is managed at a single place so that accessibility becomes easier and then one can easily understand the Case by going through the notes by the different departments.
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