Customer Relationship Management

CRM Software helps your business profit more!

How To Embrace Customer Relationship Management And Make It A Success For Your Organization By "Seeing Through" Your Customers' Every Buying Behavior and Pattern...

If you were to ask 100 business people to write down the top assets of their companies they currently possess on a piece of paper, 99 of them will list their cash in bank, inventories, their real estate or building, office equipments, their receivables, their company cars and the like. They have forgotten their single biggest asset - their customers.

One day in the late 1960s, Ted Levitt, a management guru, in one of his seminal articles on marketing, suggested that the purpose of a business was to "create and keep a customer". He strongly advocated that the modern firm should view “the entire business process as consisting of a tightly integrated effort to discover, create, arouse, and satisfy customer needs”.

Only two generations later, did businesses begin to wake up to this reality. Organizations across the globe are now actively considering Customer Relationship Management (CRM).

Alpha CRM Software

Customer Relationship Management is the development, establishment, maintenance and optimization of long term mutually beneficial and valuable relationships between consumers and organisations. What are the real benefits of CRM software for your company?

Here the big question here is, how would you really focus on understanding the needs and desires of the consumers?

How would you build sustainable and successful relationships with a large customer base, while still minimizing any direct impact on many core operational processes from product development to debt recovery?

The answer is not only about CRM software implementation. The issues are not purely technical. And it is not just about sales. It is about integrating the heart of the entire business with your organization's people, business processes, strategy, technology and fully interacting with your customers.

Alpha ERP software is a fully integrated system (with CRM, SCM, FRM, HRM and MRP) helps you stay focused and take away any confusion you might have. This intelligent system simply leaves no "void" in your organization unfilled. At this juncture, it is sufficient to view it as a "plug-in asset booster".

Implementing Customer Relationship Management ( CRM software ) in phases:

Define your Customers Actions:

• To create customer value, the first stage is to understand your customer base. Information about segmentation, behavioral characteristics, profitability can be obtained by analysis of existing data, and churning rates that create an understanding of your customers.

Determine your Customers’ Expectations:

• Expectations, while difficult to manage, are often the cause of dissatisfaction that results in loss of customers. Hence, if ongoing, mutual value relationships are to be established and endured, it is essential to understand the wants and needs of customers with regards to your services and products quality.

Design the Customer Value Model:

• In order to deliver value to customers in the most cost effective manner, you need a combination of the understandings of your customer's behavior, as well as needs and wants - the customer value model.
• The combined understanding of customers’ behavior, needs and wants, will seek to deliver value in the most cost effective manner. At this stage, defining your customer journey, product offerings and performance measurements will be critical.

Deliver Customer Value Model:

• This stage is implementing the integration of systems, service providers, processes, infrastructure, and business technology and also the creation of measurement systems to track and monitor progress.

In CRM Software - Measurements, analysis and monitoring support may include:

• Customer Segmentation
• Customer / Product / Channel Profitability
• Campaign Analysis
• Channel Effectiveness
• Cost-to-serve
• Customer Churn / Propensity to churn
• Customer Complaints
• Customer Lifetime Value (LTV)
• Customer Satisfaction
• Demand Forecasting
• Revenue Optimization
• Sales Analysis

Alpha CRM Software - Processes of Customer Relationships Management strategy:

• Channel Management
• Credit and Fraud Management
• Customer Acquisition
• Customer Billing and Invoicing
• Customer Fulfillment
• Customer Service
• Customer Retention
• Marketing Planning
• Payment Management
• Product Development
• Inventory Management
• Sales

Alpha CRM software - Customer Relationship Management Success Model:

• As illustrated, in implementing the Customer Value Management model, the organizational processes create the building blocks from successfully extending the customer’s lifetime with an organization, to inherently and directly increasing their profitability and value.

Alpha CRM software can deliver additional Killer Information to Your Business:

• What products did they last buy?
• When did they last phone?
• How did they undertake their last transaction – website, email, by phone or WAP?
• Provide a framework to build an understanding of your customers market by collecting data for them.
• The behavioral patterns, likes and dislikes of your customers.
• The likelihood of your customer's purchase of a specific service or product.
• What should be your next best?
• What's the probability of defection?

Still not convinced you need a Customer Relationship Management System (CRM software)? Read on...

Many organizations failed to understand their customers even at the most rudimentary level, despite endeavoring for many years trying to understand those who buy their products. Worst still, in reality far too many organizations don’t even know who their customers are or, at the very least, how many they have!

Try asking any experienced marketing manager and they will tell you that, providing the products or services alone is no enough. The key to create satisfied customers is understanding and managing consumer expectations.

However, customers still act unproductively, indecisively, unpredictably and often are dissatisfied and disappointed with their transactions. The task is simply too overwhelming to do it manually, or even with the help of non-sophisticated applications. What is the solution, then?

You need business intelligence via CRM, knowledge based business data on your customers to provide a framework to build an understanding of your market. Web based Alpha ERP customer relationship management, an innovative technology breakthrough, is your key enabler to customer data collection, providing you the ability to store, share, analyze and transfer vast amount of information at very low cost.

Using this growing sophisticated database, data warehouses and data mining make it possible for your company to analyze your customers’ behavioral patterns, individual levels of profitability and ultimately, the lifetime value of your customers. For more information on CRM, please fill up this simple form .