Customer relationship management is a method to make a satisfaction between the company and customers. The company wants to make more products or services to gain more profit in the other hand customers want to pay less and have a better service or product.
That seems have conflict between company and customers so that's why company need a Customer relationship manager. CRM system is the key collect those customer information and comment from different departments such as front office. Customer relatioinship manager collect the information and details from the system and make a analysis to make a ajustment and feedback, to keep a long term relationship with the customers. It is so important to keep a good stable payment (company income ) from those old client to each company, you make the client satisfaction that they will refer a new customer buy our product or service. At the end, we can make more money.
Nowsaday, all people are talking about E-generation, people cannot survive without computer and internet. There are too many information from internet and most of them is under control (company). we need some system to collect and make an analysis with thousands of email suggestion, compliant, survey, customers information etc.
CRM software is a methods include employee training and some special purpose like handling incoming customer phone calls, email, information collect for the promotion purpose and survey to polling customers satisfaction.
Since the rapid growth in social media and networking force software company build up some CRM product focus on social feature into the traditonal CRM systems such as social network monitoring feeds like Twitter timeline, typically built into the system dashboard.
There is several CRM software vendor in the market, such as Oracle (41% market share), SAP (8%). Although the CRM software become more common and user friendly but as a Customer relationship manager have a responsibility to double check the system is going smooth and good.
They need a good sense of information technology skill and well knowledge of handling information.
You mentioned that "Customer relationship manager is the key collect those customer information and comment from different departments such as front office." The CRM system is the one that collects customer information and comments from front-office departments such as sales, marketing and customer support. But the CRM manager would oversee the development of the consumer database, and make sure data from all customer touchpoints flow into this integrated database for further analysis and for creating a 360-degree view of each customer.
回覆刪除Thanks jenny.
回覆刪除i should change the sentense to" Customer relationship manager is the key to review those Customer information reports and comments from CRM system and to make further analysis"