NrapoSoft is a Open Source systems integrator providing consultancy, support and services around key Open Source technologies

С НрапоСофт - пътен лист създаването на пътни листове вече не е проблем!

.und auch i sashto

Хамали Атила - хамали и хамалски услуги и преместване на дома и офиса а и hamali. Изгодни цени на хамалски услуги при високо качество.

pak i za6to ne

manufacturer of pellets with production of ecoenergy and also woods pellets

hm nan anastanali

Учебни модули за професионално техническо обучение както и за професионално учебно оборудване, а също така относно модернизиране на професионалното образование, чрез тренажори и симулатори за обучение подпомагащи професионална квалификация

траскит ер дестена

пясъкоструене на невероятна цена пясъкоструйка за пясъкоструйка в София, а може да се каже и пясъкоструйка джанти с мобилна пясъкоструйка

The better a business can manage the relationships it has with its customers the more successful it will become. Therefore IT systems that specifically address the problems of dealing with customers on a day-to-day basis are growing in popularity.

Customer relationship management (CRM) is not just the application of technology, but is a strategy to learn more about customers' needs and behaviours in order to develop stronger relationships with them. As such it is more of a business philosophy than a technical solution to assist in dealing with customers effectively and efficiently. Nevertheless, successful CRM relies on the use of technology.

This guide will outline the business benefits and the potential drawbacks of implementing CRM. It will also offer help on the types of solution you could choose and how to implement them.


Why CRM?

In the commercial world the importance of retaining existing customers and expanding business is paramount. The costs associated with finding new customers mean that every existing customer could be important.

The more opportunities that a customer has to conduct business with your company the better, and one way of achieving this is by opening up channels such as direct sales, online sales, franchises, use of agents, etc. However, the more channels you have, the greater the need to manage your interaction with your customer base.

Customer relationship management (CRM) helps businesses to gain an insight into the behaviour of their customers and modify their business operations to ensure that customers are served in the best possible way. In essence, CRM helps a business to recognise the value of its customers and to capitalise on improved customer relations. The better you understand your customers, the more responsive you can be to their needs.


CRM can be achieved by:

     finding out about your customers' purchasing habits, opinions and preferences
     profiling individuals and groups to market more effectively and increase sales
     changing the way you operate to improve customer service and marketing

Benefiting from CRM is not just a question of buying the right software. You must also adapt your business to the needs of your customers.



Business benefits of CRM

A major benefit can be the development of better relations with your existing customers, which can lead to:


increased sales through better timing due to anticipating needs based on historic trends
identifying needs more effectively by understanding specific customer requirements
cross-selling of other products by highlighting and suggesting alternatives or enhancements
identifying which of your customers are profitable and which are not


This can lead to better marketing of your products or services by focusing on:


effective targeted marketing communications aimed specifically at customer needs
a more personal approach and the development of new or improved products and services in order to win more business in the future


Ultimately this could lead to:


enhanced customer satisfaction and retention, ensuring that your good reputation in the marketplace continues to grow
increased value from your existing customers and reduced cost associated with supporting and servicing them, increasing your overall efficiency and reducing total cost of sales
improved profitability by focusing on the most profitable customers and dealing with the unprofitable in more cost effective ways



Once your business starts to look after its existing customers effectively, efforts can be concentrated on finding new customers and expanding your market. The more you know about your customers, the easier it is to identify new prospects and increase your customer base. Even with years of accumulated knowledge, there's always room for improvement. Customer needs change over time, and technology can make it easier to find out more about customers and ensure that everyone in an organisation can exploit this information.