| About Our Practices |
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Customer Relationship Management (CRM) is a business strategy to
obtain, manage, and retain the most valuable customer relationships.
All customer relationships are important but not every relationship
generates revenue. A thorough analysis that identifies the most valuable
customers is one of the first steps towards building a CRM strategy. The
implementation of strategies of this magnitude often involves redesigning
business functions and re-engineering of work processes. An effective
strategy optimizes the enterprise and the customer's long-term value.
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"You need to
know who is your customer, what are the customer's expectations, and
how ready is your organization for such needs - both for your
customer and internally" |
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| Intech can
help you assess and identify all these success factors. |
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CRM requires a customer-centric business philosophy to drive
effective marketing, sales, and customer service processes. An
organization's CRM strategy needs to be aligned with this philosophy in
order to succeed. Technology is then used as a tool to support such
initiatives. CRM applications and technology can enable effective customer
relationship management only when the company has a customer service culture
and its leaders are committed to the CRM philosophy. In addition, a CRM
implementation requires an accurate long-term vision of its value and
benefits and an effective change management mechanism for the organization.
As you can see, CRM is not just the installation of hardware and
implementing automated telephone attendants to handle your customers. You
need to know who is your customer, what are the customer's
expectations, and how ready is your organization for such needs -
both for your customer and internally. Intech can help you assess and
identify all these success factors.
The main technology components of CRM, once a solid customer-centric
business strategy is in place, are:
- IVR - Interactive Voice
Response
- CTI - Computer-Telephony
Integration
- CRM Front-end tools and
software
- Business Intelligence
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