Customer Relationship Management
The practice of using tools, technology, and processes to gather and analyze customer data and then using that information to create a better customer experience. Essentially, CRM or CX is the combination of data and action, brought together to create stronger relationships with customers and ultimately to improve business performance. Knowing who your customers are, what they want, what your interactions with them have been in the past, and what they will be in the future is what CRM is all about. Your ultimate CRM goal is to develop strong, productive, and loyal relationships with customers through informed and superior customer experiences at every stage of the customer journey.
As with any other business application, the decision to host your CRM system on premises, in the cloud, or in a hybrid model depends on your business needs.
– On-premises CRM systems give you complete, autonomous control over your CRM system. On-premises systems must be purchased, installed and deployed, monitored, maintained, and upgraded.
– Cloud-based CRM and software-as-a-service (SaaS) options offer simple interfaces that are easy to use and require less IT involvement and investment than on-premises systems. Cloud-based CRM also offers the convenience of anytime, anywhere access.
– Hybrid CRM models require tradeoffs in all the areas mentioned above but can also deliver the best of both worlds.
The right CRM model for your business is the one that best aligns with your needs and resources―and that allows you to interact with your customers in meaningful ways that drive exceptional customer experiences and improve your business results.
Understanding your customers beyond the sales process is crucial to business performance. With knowledge of a customer’s journey.
– Marketing teams can offer that customer the right products at the right time in the right way.
– Service teams can resolve issues more quickly.
– Development teams can create better products and services.
Main Offerings that serve various business aspects are:
- SALES:
– Sales Force Automation (AI-Driven Sales Automation & Productivity)
– B2B Service Center (Customer Service for High-Value Accounts)
– Sales Planning and Performance Management (Quota, Territory and Incentive Compensation Management)
– Partner Relationship Management (Complete Channel Lifecycle Management)
– CPQ Management (Configure, Price, and Quote)
– Subscription Lifecycle Management
– B2B Commerce (Complete Omni-Channel Self-Service)
– DataFox (Sales Account Data Quality & Enrichment)
– Content (Smart Content & Authoring)
2-MARKETING:
– Eloqua (best-in-class lead and campaign management tools that help engage the right audience at the right time in the buyer’s journey while providing real-time reporting and insights)
– Responsys (Engagement tools to deliver the relevant customers demand across devices, channels, and lifecycles.)
– BlueKai (empowers marketers with tools to acquire the best customers, target more precisely, create and deliver more targetable media campaigns, and generate higher ROI.)
– Maxymizer (enables marketers to test and personalize customer experiences across channels and devices. Drive more relevant engagement and deliver higher marketing ROI by tailoring content to individual needs and behaviors.)
– Infinity (an analytics solution that harnesses big data and works in real-time to collect, process, and deliver actionable customer intelligence at scale—with unlimited flexibility.)
– CrowdTwist (enables personalized customer engagement and reward programs that increase brand value, drive purchase frequency, and deepen customer relationships.)
3-SERVICE:
– B2C Service Center (High-Volume Contact Center)
– B2B Service Center (Customer Service for High-Value Accounts)
– Field Service (Field Service Management)
– Content (Smart Content and Authoring)
– Service Logidtics (Complete Enterprise Service Solution)
– Commerce (B2B and B2C Commerce Platform)