| eCRM
brings the power of Customer Relationship Management
applications directly to your customers. Enterprises
of all sizes are gaining a competitive advantage using
these systems to deliver world-class sales, marketing
and customer service to develop long-term, profitable
relationships with customers, partners, and suppliers.
These technologies
enable fast moving companies to create instant leadership
in new markets. They are winning sales, gaining increasing
customer satisfaction and customer loyalty, and enjoying
increasing profitability.
People
Determine the Quality of Your
Customer Relationships
Most companies today focus their technology investments
on automating the customer experience. While these investments
have increased efficiency, they have had little impact
on the quality of the customer interaction.
Computer eCommerce
also enhances your company’s technology investments
with solutions that are focused on improving customer
services by coordinating personal interactions between
your employees and your customers. The
result?
Benefits:
- More sales
- Better service
Features:
- Customers are
integrated with your financial data
- When a customer
calls, the computer screen for that record automatically
opens to that particular client
- Call centers
are aided immeasurably by an eCRM system. They reduce
errors, improve speed and reduce the number of people
needed to handle the same call volume.
- eCRM can also
integrate your in-person sales calls with the rest
of your company.
Improved customer
satisfaction, loyalty, and lifetime value, plus lower
operational costs and increased revenue lead to significant
improvements in profitability. The least expensive option
is to sell your current customers something else. That's
called cross-selling. They are already loyal, so why
not encourage them to add something else "to the
shopping basket?" New customers are just like your
current customers, except not yet in the building.
eCRM that
Drives Repeat Purchases
Elevate your customers and change the basis of competition.
The customer is all that matters; you knew that, but
now your eCRM strategy makes it real for everyone in
your company.
Forrester Research
reveals that Personalized Content/Communications is
36% responsible for driving loyalty and repeat purchases.
Does your current system
foster loyalty like this?
Your whole organization
needs to have a single view of the customer. From sales
to shipping, each customer interaction needs to be transparent
within the organization. Now you can anticipate your
customers' needs and stay many steps ahead of your competition
as a result.
eCRM
Customer usability is key
to a successful eCRM solution. Whether improving inbound
telemarketing, call-based customer support-or increasingly,
Web-based customer relationship management-eCRM solutions
must enhance the customer experience to ensure increased
customer satisfaction. This leads invariably to increased
customer loyalty, increased sales and market shares,
and profitability.
There are basically
two reasons to listen to your customers. Listen very
carefully. The two reasons are: (1) To avoid mistakes;
and (2) To take best advantage of opportunities. Both
reasons are equally valid for listening to customers,
lost customers, and prospects.
People—not
technology—account for 70% to 80% of a contact
center’s budget. That’s why we focus on
helping you capitalize on your most expensive customer
contact resource. We ensure that the right people—all
backed with the right knowledge and skills—are
in the right place at the right time and are engaged
in activities that are aligned with your corporate goals
Our set of services
can provide:
- Personalization
- Customer intelligence
- Content management
- Call center
eCommerce
- Sales channel
automation
- Direct mail
software packages
Look to Computer
eCommerce for Customer Relationship Management Programs
for solutions in:
- Lead source
tracking, qualification and assignment
- Sales forecasting
and competitive tracking
- Maintaining
prospect and customer sales opportunities
- Consistent
customer cross-selling and up-selling
- Seamless communication
between sales, marketing, service, support employees
and customers
- Customer Support
incident tracking
- Accurate transfers
of data between disconnected places
- Complete and
efficient employee access to all essential account
related info.
- Excellent integration
of the central account database with other info systems
like finance.
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