CRM - Customer Relationship Management
Customer relationship management (CRM) covers methods and technologies used by companies to manage their relationships with clients. Information stored on existing customers (and potential customers) is analyzed and used to this end. Automated CRM processes are often used to generate automatic personalized marketing based on the customer information stored in the system.
There are three fundamental components in CRM: Operational, Analytical and Collaborative.
Our integrated architecture provides a variety of services to support each fundamental component of CRM. Here are some examples.
Operational CRM
provides automated support to "front office" business processes (sales, marketing and service). Each interaction with a customer is generally added to a customer's history, and staff can retrieve information on customers from the database as necessary.
Analytical CRM
analyses data (gathered as part of operational CRM, or from other sources) in an attempt to identify means to enhance a company's relationship with its clients. The results of an analysis can be used to design targeted marketing campaigns, for example:
Collaborative CRM
focuses on the interaction with customers (personal interaction, letter, fax, phone, Internet, email etc.)
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