CRM (Customer Relationship Management) is a business strategy which focuses on the personal relationship between the company and its customer.
Companies are becoming increasingly aware of the fact that marketing is no longer based solely on the contact between the supplier and the customer, but on building and nurturing their relationship. A quality relationship brings a long-term loyalty to the company and its brand. Satisfied customers represent a source of positive information, which in turn, attracts new customers.
To manage and built relationships with its customers the company has to frequently monitor them in all the stages of the transaction and analyse the acquired data. The customers have to be well informed about the product or service in the best possible manner; they have to be able to make the purchase in the way they prefer and be able to provide feedback after purchase or resolve any issues they may have with the product.
Precise recording and analysis of customer responses enable the supplier to adjust its product or service to the needs and requirements of the customers and to strengthen their existing relationship. Customer relationship monitoring and management are therefore crucial for the successful operation of modern enterprises; however implementation may require extensive investment in modern equipment and staff.
The solution that includes quality work and low cost at the same time is to hire the external call centre Odmev.
The modern call centre uses dedicated hardware and software, which also enables work in the online environment and with mobile telephony. Call centre Odmev represents a centralised communication point between the customer and the client’s company, covering all communication channels used by a modern consumer.
Every contact is precisely recorded; the contextual part of the report provides the basis for further CRM analysis. The results of the data analysis can be used for the company’s strategic decisions, marketing campaigns or just easier and smoother work with customers, who increasingly appreciate a personal approach and friendly response.