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  1. 1. A central goal of every business is to serve its customers. For as long as there have been merchants, success or failure has hinged on this simple rule. Customer Relationship Management (CRM) is a way of using technology to do just that. There are many pieces of software available that offer customer relationship management features, but in reality, CRM goes beyond software implementation. It's a business strategy that often involves using multiple pieces of software, as well as implementing policies that promote (1) the collection of customer information, and (2) the use of that information by individuals throughout the company in order to maximize customer service and increase sales. The customer relationship management system is an enterprise system, which means that it spans multiple departments. Virtually all departments within a corporation have at least some indirect access to customers, or customer information; the goal of CRM is to collect that information in a central repository, analyze it, and make it available to all departments. For example, a company's call center may have a "screen pop," a small application that is connected to the phone system. This application, which is a type of CRM, automatically senses who is calling, and by the time the agent answers the phone, produces a screen on the computer that lists important information about the caller, such as what they have purchased in the past, what they are likely to buy in the future, and what products the company may have available that would go well with what the customer has already bought. This "screen pop" is made up of several bits of information from different databases; it may draw on information from the accounting department to show the agent what their current balance may be; it may draw on information from the sales department to show what has been purchased recently, and it may draw on information from the credit department to show the agent what terms can be offered. Because a customer relationship management system is so complex, often involving multiple silos of information and multiple pieces of software, all tied together in a single interface, it's often hard to set up. Some larger companies use an integrator to put the CRM system together. Because of the complexity of CRM, smaller companies often see it as too expensive. However, even the smallest company can implement a CRM strategy. While a Fortune 500 company may spend hundreds of thousands of dollars annually on customer relationship management, a small one-man shop may even handle CRM with a box of index cards and a ball point pen. Midsize companies may use simple, offthe-shelf software such as contact managers and spreadsheets, and still have a very effective CRM system that can help them to serve customers in the best possible way, and to make the most advantageous use of information that has been collected. Customer tracking system: Easily keep track of customers and clients with Net Tracker for Customers. Whether you would like to increase sales, improve customer service, reduce paperwork or streamline marketing, the software will help you attain your business goals. The software can store customer type, contact information, postal address, email address, contact history, notes, associated document scans, images and much more. The software features a powerful search engine, a report writer, HTML generation, a spreadsheet view, a graph generator, rich text format data areas, an album view, multiple image support, context sensitive help and automatic mailing label generation. The software can also be easily customized to suit your individual needs, and you can also export data to other software applications. As an added bonus, the system seamlessly supports multiple users. The software automatically manages simultaneous updates and record views - the process is completely transparent to the end user. Network communication occurs through the Internet, so users may be located at the same office or in different branch offices. In fact, since data is securely stored on a central server, people may work from locations across the country or even across the world. Although communication is Internet based, data is secure because users require proprietary client software to access the database. And unlike many other multiuser packages, the entire system can be setup in a matter of minutes. Sharing a database among multiple users has never been easier ! Are you using an older cumbersome system ? Are related hassles and costs eating into your profits and your patience ? Give Net Tracker a try and streamline your operations with a modern client server system. In short, by simplifying your company’s operations, Net Tracker ushers in new levels of productivity and efficiency.
  2. 2. What is CRM (customer relationship management)? CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth. According to one industry view, CRM consists of: • • • • Helping an enterprise to enable its marketing departments to identify and target their best customers, manage marketing campaigns and generate quality leads for the sales team. Assisting the organization to improve telesales, account, and sales management by optimizing information shared by multiple employees, and streamlining existing processes (for example, taking orders using mobile devices) Allowing the formation of individualized relationships with customers, with the aim of improving customer satisfaction and maximizing profits; identifying the most profitable customers and providing them the highest level of service. Providing employees with the information and processes necessary to know their customers, understand and identify customer needs and effectively build relationships between the company, its customer base, and distribution partners. Many organizations turn to CRM software to help them manage their customer relationships. CRM technology is offered on-premise, on-demand or through Software as a Service (SaaS) CRM, depending on the vendor. Recently, mobile CRM and the open source CRM software model have also become more popular. CRM Systems: What They Do? With a CRM system, you can manage your contacts and customer activities, enforce your business strategy with technology to consistently meet customer needs, share a single 360-degree view of your customers with your company, and personalize new and ongoing customer interactions to costeffectively acquire, nurture, and retain good customers CRM: Then and Now There is no such thing as a one-size-fits-all CRM solution. Organizations differ in how they do business and serve their customers—and their CRM solutions vary, too. Back in the late 1980s when CRM was in its infancy, the client/server model for on-premise CRM software implementations required an IT infrastructure, including networks and servers. Today, hosted CRM—also known as online CRM or Web-based CRM—is offered as a subscription: You pay to use this software as a service (SaaS) and access your CRM applications online, making it cost-effective, easy to use, and quick to deploy. CRM: The Payoff Customers with successful CRM systems report growth in revenue, higher profits, lower costs to attract and retain customers, greater customer loyalty, and smoother, more streamlined workflows. Specific benefits cited include more timely and targeted customer services, improved employee productivity, shorter sales cycles, improved visibility into business performance, more accurate
  3. 3. sales forecasting, greater cross-sell and up-sell success, better-informed marketing decisions, moreefficient call center operations, and fewer customer problems New to CRM? Welcome! If you’re just starting to explore customer relationship management (CRM), this is the place to find out how CRM can help you, see how CRM applications can transform your business, learn more about CRM technology, ensure CRM success and get started with CRM today. Customer Relationship Management (CRM) Customer relationship management combines business processes, people, and technology to achieve one goal: keeping satisfied customers. It's an overall strategy to help you learn more about your customers and their behavior so you can develop stronger, lasting relationships that will benefit both you and your customers. CRM Systems CRM systems can vary in size and complexity, depending on your company’s needs and budget. You may choose on-premise CRM—if you have IT resources and infrastructure—or you can cut costs with a hosted CRM tool, also known as Web-based CRM, where you pay to use CRM software as a service (SaaS).