MiCLAS. CRM - Customer Relationship Management

Nowadays companies must able to organize and coordinate the activities from their clients by numerous communication-channels. The challenge is to be always reachable for the clients – anytime, with each media and each language – so that the clients have the feeling to work with one unique company, which anytime can respond to their desires and needs. By the means of a CRM-system the client will be placed into the centre and therefore the benefit of each client-actitity will be maximized as a result of making the right decisions to the right time.

Customer relationship management (in short: CRM) characterized an IT-supported business strategy which can be used for the administration of client-dates and supports companies in marketing, sales and service. In this data-base application all client-information will be recorded structorized and automatized, which produces a high transparency of the data and allows a longterm care of the client-relationship.

CRM is devided into four sections:

• The communicative CRM is a direct interface to the client. As a result of the different communication channels as internet, call-center, field-staff or sales-represenative the client-contact will be produced on different ways, so that every client can be coached personally and individually.
  
• By the means of the analytical CRM the client- and transaction-data can be analyzed so that from the existent information important knowledges can be won. Characteristics, behaviors and added-value potentials from clients can be better realized and estimated and thereupon target-oriented decisions can be made.
  
• In the operativ CRM the information of a utilization which were won in the analytical CRM will be added, for example the client-validation or client-segmentation.
  
• Beyond the company-frontiers the collaborate CRM includes for example external suppliers, external sales-channels or external logistic-companies. Only so an advanced optimization of the business-actitiy can be reachable.

 

Typical components of a CRM-application are detailed address-information, a complete client-history, an individual reporting and a fast order-information. By means of client-information client-statistics can be created and the buying-patterns as far as preferences of clients can be analyzed.

By an improvement of the client-serivce and a decrease of costs the client-oriented business-processes can be optimized substantially. On a long-term-basis the CRM aims on such a way to an increase of the client-satisfaction and therefore come along to an increase of the market-share.
The advantages on one view:

• Glueless support of the client-management by cooperation of all client-oriented activities above the devision-frontiers
  
• Client-data which are companywide callable as basis for a fast and successfully decision-making-processes
  
• Profitability-increase of the client-relationships by consideration of the individual needs and desires
  

CRM-systems are based predominantly on standard-software-products, which are available on the market for typical requirmenents in a large range and in all price-ranges. Advantagous is also the integrableness in already existing information- and communication-technologies.

Also for MiCLAS. a CRM-module is available which without problems in already existing modules can be integrated. For an individual offer please click here .