Chapter 3 : Crm For Enterprises

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Chapter 3 : CRM for Enterprises 3.1 Defining Enterprise’s Enterprise means a business or a company, they are classified by # of employees into small, medium and large enterprises. With evaluating the benefits of a CRM system, which works as an important tool for enterprises these days, for various reasons. Main objectives for any enterprise to implement a CRM system as to acquire new customers, increase sales and improve revenue, streamlining the process, retain customers from losing to competitors products. CRM systems play a major role for enterprises to understand the customer behavior and the value of the customers. As CRM system give a 360 view, this only is acquired with collecting appropriate customer information, interacting with…show more content…
Whereas for larger enterprises, decision making lies in the hands of board of directors and is more process oriented with a process as follows of Proposal to the board of directors, budget approvals, resource gatherings, implement or working with all teams involved and finally doing the needful. [7] Implementing a fully integrated Customer Relationship Management offers significant benefits for enterprises, • Streamlining the business process – this improves effectiveness in an efficient manner • Increased customer satisfaction as the CRM primary focus is for building the relationship of an enterprise with its customer base • Focus of the organization implementing a CRM system would be consistent • Maximizing the opportunities through various modes of communication and marketing with customers and a growth in customer base • Help find key points by analyzing customer information, ticketing/problem statements • Reduce costs, wastage and complaints Organizations accept CRM as a strategic focus medium for integrating fully with customers and help in the management and decision making process appropriately. 3.3 CRM Planning process For any organization to implement a successful CRM is by having a collective and unified vision from board executives, stake holders to operational personnel. The organization and the customers have conditions when building
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