| Customer relationship management is an important | | | | mail, social media and e-mail. Apart from this, internal |
| aspect for making or maintaining healthy relationship | | | | marketing resources, collateral and customer loyalty |
| with the customers. Without it, the service providers | | | | can also be managed by using this innovative |
| won't be able to function properly. | | | | technology. |
| Customer relationship management or CRM is basically | | | | Social media mainly refers to the websites that are |
| referred to the process much in use by the inbound | | | | specifically designed for socializing purpose. Familiar |
| call centers of today. It's a strategy for managing the | | | | names like that of Twitter and Facebook have |
| interaction of a company with its customers. | | | | emerged to be the perfect platform for spreading |
| Nowadays, technologies are being used to coordinate | | | | the message of a customer. Social media is an |
| the various business processes mainly sales, | | | | effective tool for managing customer relationship |
| customer service, technical support and marketing. | | | | since social media sites are used by people to share |
| The main purpose of using CRM is to attract new | | | | their opinion on various products and services of a |
| customers and also to lure the former customers to | | | | company. Companies have decided to become a part |
| stay in the fold. | | | | of these conversations to gain high quality sales leads. |
| Variants of Customer relationship management | | | | Customer care or customer support has always been |
| There are several variants of CRM or customer | | | | considered to be the core of customer relationship |
| relationship management that can be used to serve | | | | management in a modern call center. In this case, the |
| the customers at its best. Today, the methods that | | | | CRM includes some useful features such as computer |
| are widely used by various call center companies are | | | | telephone integration (CTI), intelligent routing of calls, |
| Sales Force Automation, Marketing, customer care | | | | etc. Some of the companies have even decided to |
| service, social media and Analytics. | | | | deploy integrated support applications, which is able |
| Sales Force Automation system or SFA are meant to | | | | to deliver knowledge-enabled solutions. Today, the |
| offer vast capabilities of reorganizing the diverse | | | | SaaS platforms are used to provide excellent |
| sales processes in an organization. It is even capable | | | | customer service and are now being used by large |
| of reducing the time, which is normally wasted on | | | | offshore outsourcing service providers. |
| manual data entry work. Sales Force Automation | | | | Advantages of CRM |
| System or SFA has a unique feature called Contact | | | | CRM offers numerous advantages to a call center |
| Management System. This feature is used to track | | | | set up. With the help of CRM tools, most companies |
| and record all the stages of sales process for each | | | | are able to meet their goals quite easily. First of all, it |
| customer. Some SFA applications include unique | | | | is capable to simplify the marketing and sales |
| features such as territory management, opportunity | | | | processes, thereby increasing the sales and even |
| management, workflow automation, sales forecasting | | | | adding up the opportunities of up-selling and |
| and quote generation. | | | | cross-selling. Hence, CRM even reduces the |
| Marketing automations are now being used by | | | | expenses, which aids higher profitability. |
| various organizations for the purpose of identification | | | | The importance of CRM is undeniable. In fact, CRM |
| of its target customers. Therefore, this process is | | | | has developed to be an important tool for the |
| also considered to be the best tool for generating | | | | inbound call centers. It allows a company to maintain |
| leads for the sales team. With the help of marketing | | | | long term relationship with its customers that further |
| automation, a call center service provider can easily | | | | enhances business opportunities. |
| manage multichannel campaigns like search, direct | | | | |