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Introduction |
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Customer Relation Management Oligopolistic Market Structures are the norm of Modern Business World. Product Differentiations are minimal. It becomes all the more difficult to retain Customers. Customer Service is what can set apart a Business from its competitors. How many times people decide in favor of an Automobile Manufacturer on the basis of After Sales Service and Sales Experience alone. The answer is LOTS of time. Customers interact with the Business at different times for different requirements and with different Departments. Customer interacts with Sales Staff before Sales, with the Repair Center Staff for After Sales Repairs, with Customer Support Staff for Product related issues, with Accounts staff for Billing/Accounts related issues. There are many interaction spread over time and for each type of interaction the point of contact in the Company is different. So at the time of buying the Car, Customer needs to fill in his address; when he/she goes for the first service they are required to rant their address again; and the list goes on. At various points the Customer needs to give out the same information. Not only is it inconvenient for the Customer, the Company loses out on important business intelligence. If the Automobile Company's Sales team knew that its existing Customer has a working wife who is contemplating to buy a right car for herself, then if the Customer Information is globally available within the organization, the Sales Team has a very qualified Sales Lead. This requirement leads to creation of Customer Relationship Management Solutions (CRM). These Solutions track the Customers' interactions (and their history) with the Company. This leads to a more personalized experience for the Customer and effective delivery of Products and Services for the Company. Customers are geographically spread out and so are the Global Business Entities. Thus, CRM solutions need to be delivered and accessed globally - What better medium than the Internet! e-CRM - CRM solutions deployed over the Internet for a range of Businesses and Domains are available from GSPL. |
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