CRM Natal, Rio Grande do Norte

A gestão de relacionamento com o cliente, também conhecida como serviço de atendimento ao consumidor ou CRM, é parte vital de qualquer negócio. Uma boa gestão de relacionamento com o cliente pode afetar o sucesso de uma empresa. Há inúmeras soluções e programas de computador para CRM que podem tornar o processo de gestão de relacionamento com o cliente uma tarefa muito mais fácil do que se imaginava.

Antônio M Rabelo
(48) 432-3186
r Altamiro Guimarães, 327, Içará
Icara, Santa Catarina
Roma Partic e Asses Ltda
(71) 451-1101
av Antônio Carlos Magalhães, 846, sl 236, Pituba
Salvador, Bahia
Pedro A Dedin
(114) 014-7555
r S Tito, 207
Morungaba, São Paulo
Contplan Contabilidade e Planejamento Empresarial S/C Ltda
(193) 289-0800
r Maria L Buratto Pattaro, 127, JD José Martins
Campinas, São Paulo
Leymar Assessoria Planejamento e Serviços Contábeis S/C
(116) 468-0801
av Mariana Ubaldina do Espírito Santo, 689, An 1 Sl 11, Macedo
Guarulhos, São Paulo
Laila CC Almeida
(323) 216-6540
r Vilela Fl, 32, Santa Helena
Juiz de Fora, Minas Gerais
Sicram Contabilidade
(67) 461-1490
r Belirio Pereira de Souza, 11, sl 7, Naviraí
Navirai, Mato Grosso do Sul
SM Soluções e Consultoria Ltda
(115) 572-2812
r Calixto da Mota, 89, a, Vila Mariana
São Paulo, São Paulo
Mara CM Couto
(313) 851-2466
r Oliveira Couto, 57, Nossa Senhora Da Conceição, João Monlevade
Joao Monlevade, Minas Gerais
Paulo Cesar Barreiros Lobato
(913) 721-6276
av Presidente Getulio Vargas, 2298, sl 106, Cristo Redentor
Castanhal, Pará



Author: P. Pirakatheeswari



Miss. P. PIRAKATHEESWARI, Lecturer in Commerce,

Sri Sarada College for Women (Autonomous), Salem – 16.

Putting the customer right at the centre of the organization is the be-all and end-all of successful Customer Relationship Management (CRM). To do that you have to know what your customers really want and really think about your business and then use that to deliver better products and services, improve customer service and increase sales opportunities yes, CRM has a purpose, it is not just a concept!

Companies that invest in CRM systems can learn even more about their customers and offer more personalized products and services because they receive relevant information daily in a way that allows them to spot trends.

Implementing new business strategies always includes an element of risk but proper change management practices can reduce this dramatically. The reason many projects fail lies with poor project execution. Many companies have made the mistake of rushing headlong into CRM without a well thought out plan. So when investing in better CRM:

1. Have a CRM strategy because CRM initiatives launched without a strategy invariably cause pain. Do not think of CRM as a project separate from your overall business plan. That way madness lies. CRM only works when there is clear understanding of why the organization is doing it and how it will improve service and loyalty, cut costs or increase revenue.

2. Choose the right CRM partner. The best CRM solutions are flexible and have a full integration capability with any other systems in your business.

3. Understand the technology. Far too often CRM is considered an IT project not a business initiative and it should not be thought of like this; but this means that the business has to understand the technology and what and how it can do for them and what it cannot do for them. The greatest success will come from the coordinated efforts business users, IT and supplier.

4. Focus more on business processes than technology. CRM is about an organizations internal and external business processes becoming more customer-centric. Understand your "customer flow". The systems are merely the enablers, not an end in themselves.

5. Don’t try and design the perfect CRM system that will meet 100% of each and every person’s wish list and do not expect the new CRM solution to just mirror current business processes. Instead, accept that not everyone can have everything they say they want and use the new systems as an opportunity to invent and use new processes that improve customer service, reduce costs and provide better customer service.

6. Do not try to change the whole organization overnight. Go for the highest priority and highest return areas first. Take small, manageable steps, not giant leaps, and bring the whole organization along with you.

7. Think about the user interface and plan it carefully. For people to use the system, it must be useful to them and easy to use. Every extra field you ask the people to complete, especially mandatory ones, the greater the chance that they will enter garbage or only use the system under duress.

8. Especially if you haven’t implemented a CRM system before get help and expect to pay for it even if it is just a day of a suppliers time to go through the issues. They’ll see the pitfalls that you can’t and you will not waste time and money on trying to do things that can’t be done, expecting them to happen in a certain way and then be disappointed or miss out on crucial issues that are essential to successful implementation.

9. Make it somebody’s responsibility to own the data, and to make sure that it is correct and complete. Sounds obvious but so many projects just ignore this central detail and CRM systems stand or fall by their data integrity and data quality.

10. User acceptance is the single most important success factor for a CRM system so invest in training. Training is essential to ensuring user acceptance. Never let an untrained employee have customer contact.

About the Author:

Miss. P. PIRAKATHEESWARI, Lecturer in Commerce,Sri Sarada College for Women (Autonomous), Salem – 16.

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