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From the outside, customers interacting with a company perceive the business as
a single entity, despite often interacting with a number of employees in different
roles and departments. CRM is a combination of policies, processes, and strategies
implemented by an organization to unify its customer interactions and provide a
means to track customer information. It involves the use of technology in attracting
new and profitable customers, while forming tighter bonds with existing ones.
CRM functionality and requirements may be divided in to two primary groups –
Operational CRM and Analytical CRM.
Operational CRM : This provides support to the front office business
processes related to Sales, Marketing and Service. Customer interaction log and
data get stored and processed for various purposes. Operational CRM would typically
include functionalities for:
- Marketing Automation
- Sales Automation
- Service Management
Analytical CRM : With Analytical CRM customer data gets analyzed
for a variety of purposes:
- Designing and executing targeted marketing campaigns
- Analyzing customer behavior for feedback on products and services
- MIS
Analytical CRM makes heavy usage of Data Mining and other techniques. This can help
in analyzing – cross-selling/ up-selling opportunities, customer drift, sales
performance, customer trends and customer margins.
Alletec provides you robust and scalable CRM solutions based on Microsoft Dynamics
CRM. A limited functionality CRM is also available through the Dynamics ERP product
of NAV.
Microsoft Dynamics CRM helps you boost Sales, Satisfaction and Service.
It streamlines the way your people communicate with clients and collaborate with
each other. With its workflow automation and analytics, you can let your sales,
marketing, and service staff easily shares information and route tasks to provide
a seamless customer experience.
Make your customer remember your business with these core CRM capabilities:
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