Customer-relationship management - Wikipedia
The impact of CRM dimensions on firms performance was assessed from several to use the occupancy rate as a measure to evaluate the impact of CRM organization), CRM based technology, Customer satisfaction. Nevertheless, successful CRM relies on the use of technology. Customer relationship management (CRM) helps businesses to gain an insight into the. Somalia companies have not department of CRM to keep customer . as while as this year are increase number of firms use social Media like face book to .
You can differentiate between the customer who provide the highest profit margins and those that simply bring you the most revenue.
You could use that information to provide them a better type or tier of customer service for better customers. More understanding of customer buying patterns can, again help you spot potential high-value customers so that you can make the most of your sales opportunities with those customers.
Data gleaned from CRM can help you lower the cost of selling to certain customers and help you increase profits from those customer interactions. Features to look for in CRM Whether hosted or licensed, these are some common features you'll want to look for in a CRM solution for your business: This allows the CRM solution to link with other systems, eliminating the need to enter information multiple times, says Clate Mask, president and chief executive officer with Infusion Software.
Users should be able to organize and access information by a person's name, as well as his or her company, says Harding. That makes it possible to view all the interactions that have occurred with a particular person, as well as with multiple individuals within a single company. The system should provide a summary view of the sales opportunities underway across a company's customer base and the employees working on them.
With this, promising opportunities are less likely to fall through the cracks, says Harding. Employees should be able to use the system to electronically delegate tasks to their colleagues.
Information entry and access: Employees also should be able to enter and access information from anywhere within the system, says Donaghy of SmartOnline. For example, if they've talked with a client on the phone, they should be able to enter details of the call under the person's name.
Once in the system, that information should be accessible through both the individual's and the company's name. But they really help businesses with two entirely different business processes and small and mid-sized businesses would do well with a technology plan that marries the two.
Though the term has evolved since it first made the scene 25 years ago, CRM now mostly refers to software used to manage and maintain customer records while CEM tools help a business enhance its customer interactions, says Ed Thompson, an analyst at Gartner, the IT research firm based in Stamford, Conn.
Also the researcher finding Somali have not use e-commerce, the reason the people have not knowledge Online Business and mostly citizen have not master card or credit card. The main objective of the study to investigate the effect of CRM on the profit of organization in Somali and to explore the CRM important of business in Somali. Somalia companies have not department of CRM to keep customer satisfaction and luck of Management information system.
Customer relationship management
Customer relationship management system; Profit; Business; Organization View PDF Download PDF Introduction Modern marketing shows for more developing and increase profitability of organization to produce good product, then attractive the whole of customer, the only way to get beneficial customer, marking relationship.
Although the customer was dived two part internal customer and external customer, the internal customer is employee of company so that employee partially is asset of organization because the organization depend on, the organizing must keep morality of their employee if they do not keep the productively become low so that the company must mark policy to improve their employee and motivation then training to increase their talent and skillsthat is double benefit of organization and employee, because they increase their productivity.
External customer is buyers the buyers they buy of organization, so that organization must the collect date relating their customer, in fortunately Somali Company have not management information system that reason was responsible luck of good customer relationship.
The researcher justify the amount of profit of this company comes total sales reduce total cost to gain profit of company if the amount of sales was greater than the amount of cost the amount gain we called profit, if the amount of sales is less than the amount of cost we called loss and if they same we called breakeven point means no gain no loss.
Problem Statement These days Somali were come disbar and they marked a lot of investment and increase economy, so they created small business and projects mostly they establish hotel like peach view restaurant they arise level of completion of the business, and also increase high level of customer turnover, furthermore increase customer acquisition, cost and growing customer expectation. There for most of Somali business have not focus on Customer relationship management system and finally the problem of this study seeks to show the relationship between customer relationship management system performances of organizational in Somali business.CRM - Customer Relationship Management - Don't Manage Customers. Court Customers with CRM.
Scope of the study The study was exploring the impact Customer relationship management on the profit of organization in Somali. Businesses like Oracle have come up with services and products and keyword Customer relationship management system and profit. Modern marketing shows for more developing and increase profitability of organization to produce good product, then attractive the whole of customer, the only way to get beneficial customer, marking relationship.
The researcher justify the amount of profit of this company comes total sales reduce total cost to gain profit of company if the amount of sales was greater than the amount of cost the amount gain we called profit, if the amount of sales is less than the amount of cost we called loss and if they same we called break- even point means no gain no loss. According to Al-Azzam [ 2 ] he says the customer relationship management First and leading, to form customer-oriented behaviors, organizations have to improve a suitable working environment for service in work.
For example, giving staff with the current tools, and technology, customer satisfaction pursuing and complaints management systems, moving leadership, and right rewards systems can all make these behaviors [ 3 ]. Therefore, the achievement of CRM close depends on the vigorous involvement of the employees in the organization them self [ 4 - 6 ]. CRM initially meant applying automation to existing marketing activities and processes.
However, automating poorly performing activities or processes did little to improve the quality of the return on investment. In the second stage, organizations demanded more cross-functional integration to create a holistic view of their customers' relationships.
Also, the integrated system's goal was to provide a single-face to the customer by enabling employees to work from a common set of customer information gathered from demographics, Web hits, product inquiries, sales calls, etc.
Cross-functional integration allowed the whole organization to take responsibility for customer satisfaction and allowed for better predictive models to improve cross-selling and improved products and delivery options. The third stage of CRM was heavily influenced by the Internet. Customer self-service and Internet-based systems became the next big thing in CRM. However, there were obstacles caused by a lack of seamless integration into the organization's operational systems and a lack of integration across customer touch points such as call centers, web transactions, and other various interactions.
By rethinking the quality and effectiveness of customer-related processes, many organizations began to eliminate unnecessary activities, improve out-dated processes, and redesign systems that had failed to deliver the desired outcomes. In this stage, the big CRM vendors used new Internet-based systems to extend the reach of CRM to thousands of employees, distribution partners, and even the customers themselves.
The next stage of CRM will be when systems are designed based on what matters most to the customer and customers will have direct access to all of the information they need in order to do business with an organization.
Customer driven CRM means that organizations first understand the customer, and then move inward to operations.
The next generation of CRM will also focus more on financial results. Not all customer relationships are profitable and very few companies can afford to deliver an equal level of services to all customers. Organizations must identify existing profitable customer segments and develop the business requirements to support sustained relationships with these profitable segments. However, organizations also need to find cost effective alternatives for current non-buyers or low-margin customers.
The Impact of Customer Relationship Management on Organization Profit of in Somali
Also, there is the difficulty of getting everyone in the organization to be customer oriented and to get everyone to actually use the customer information that is available. Providing adequate training so that personnel feel comfortable using a new system is critical. Also, not all customers want a relationship with the company and some may resent the organization collecting information about them and storing it in a database.