One-to-one customer relation strategies position the customer in the focus of its activities unlike the mass marketing. This results in customer relations sticking out instead of products, in corporation services. The solutions, used for better customer relations follow up and provide them with personalised services, are called CRM (Customer Relationship Management) solutions.

Features

Providing design of customer centred marketing strategies, CRM applications enable corporations to establish direct and permanent relations with their customers. This results in increased profitability with the customer satisfaction obtained in the long run.

It becomes possible to determine the requirements and inclinations of customers by collecting and analysing customer data with the help of information technologies, and in this manner to design the products and services according to customer preferences.

CRM systems which are used widely in the sales & marketing activities, call centres and the customer support issues, make it possible to build up marketing strategies on concrete data and to provide the right information to the customers, generating the ability to personalize the product and services. Every contact with the customer is archived in the operational system so that the past behaviour of each customer and their relationship with the company can be tracked retrospectively.

Based on the data obtained though the operational processes, direct and one-to-one marketing, relationship marketing, cross selling, promotion and campaign opportunities can be analysed. By the help of these marketing tools the sales opportunities can be increased while the marketing cost is reduced.

Advantages

CRM projects may be classified under several headlines: Sales/marketing management, customer support, field services management, and analysis/reporting are among the widely known.

Organising sales activities performed through different channels, close tracking and supervision of the sales representatives, reporting of customer visits and monitoring activities of customers and customer representatives are all secured by sales/marketing management.

These applications contribute to development of constant contact with customers, partners/dealers and sales representatives; securing that appropriate product and services information is supplied to customers and customisation of the product/service according to the feedbacks from the dealers.

Furthermore, with the analysis of this operational data; it is possible to classify the customers according to specific criteria in order to offer personalised campaigns and product/services to each group.