CRM Software in Pakistan
The main benefit of implementing CRM software.
The main benefit resulting from implementing CRM software in Pakistan is the ability to personalize customer service, which leads to an overall increase in the company's sales. Due to the more efficient organization of the work of the client department, a reduction in administrative, operational, and time costs for the preparation and implementation of transactions is achieved. In turn, the acceleration of the processes of concluding deals and control over all stages of their implementation makes it possible to increase sales volumes and the number of contracts ended.
What are the reasons that the world needs CRM? Brief History
The increase in customer loyalty is significant for companies specializing in providing various services that involve direct contact with customers. And this is the sector of the economy that is developing most rapidly. So, for example, if in the mid-1950s the service sector accounted for 50% of the US gross national product, by the end of the 1990s, this figure had grown to 73%. In the EU countries, the service sector produced the late 90s 63% of the gross national product and provided jobs for 62% of the total number of employees; in Japan, the corresponding figures were 59% and 56%.
To Optimize Relationships with Customers.
It is necessary to understand that the activities of the commercial department of the company should not be limited to organizing and stimulating sales but should also include issues of after-sales service, service - everything that makes the client loyal to the company. Moreover, in several activities, the deal itself is a rare type of interaction for complex deliveries, tenders, and projects. Therefore, it is imperative here to take into account all kinds of exchange, which requires tracking all phone calls, applications, meetings with a potential client, all letters sent to him and sent to him, received claims and wishes - that is, the whole range of actions carried out in the organization of sales and after-sales service.
To attract and retain customers.
However, the experience of economically developed countries shows that direct advertising, mailing, and other marketing campaigns carried out without taking into account the individual preferences of consumers eventually lead to a significant increase in advertising costs and, consequently, to the rise in the price of products in general. So, for example, the characteristic percentage of positive responses to the direct mailing of commercial offers usually does not exceed two percent. Various cumulative discounts are also not always an excellent tool to maintain a high level of customer loyalty.
High costs and low effectiveness results raising are usually the results of the fact that it was directed to the wrong audience or used the bad media. The quality of marketing research largely depends on the availability of the necessary information about:
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Who exactly are the clients of the company;
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Which advertising media do customers respond best to;
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How satisfied are customers with their current relationship with the company, and what exactly are they not happy with its work?
In general, to improve the effectiveness of marketing companies, the enterprise marketing service should identify:
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Groups of consumers of the company's products;
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Current and future needs of various consumer groups in specific types of products;
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Approximate volumes of purchases of products by various groups of consumers at given prices;
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The main competitors of the company in the market;
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Market advantages of the company in comparison with competitors;
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The goals to which the company should strive and the strategy for achieving them.
Solving these problems also requires the constant collection and processing of significant amounts of factual information on customer relationships. Such data often cannot be obtained from one-time market research. So, for example, a potential consumer can indicate in the questionnaire that he is a potential consumer of a Mercedes car since he can afford it. However, outside the questionnaire, there will be information that "on duty" he uses a company car of a different brand. As a result, they can obtain distorted (in this case, overestimated) ideas about the demand assessment for Mercedes.
In that case, the analysis of this information base can show the number of customers interested in buying such a machine, their purchase plans, configuration wishes, etc. This information will reflect the company's demand for goods and services much more objectively.
Thus, solving the problems of increasing customer loyalty and optimizing marketing programs requires accumulating and processing large amounts of information. Therefore, the question of the use of modern information technologies naturally arises.
CRM Software ensures the coordination of the activities.
Essential for optimizing the company's work as a whole is that an integrated CRM system ensures the coordination of the activities of various departments, providing them with a common platform for interacting with customers. This allows you to correct the situation when the marketing, sales, and service departments act independently and their actions are not coordinated. In addition, automation creates the prerequisites for overcoming various staff errors: from "forgot to call" to "mixed up the order number."
Analyzing time and costs for different stages with CRM software.
Analyzing time and costs for different stages and phases of sales allows you to achieve cost reduction. Identifying priority customers according to various criteria (for example, income/costs) will enable you to increase the profitability of the distribution channels. Placing typical customer problems/requests and developing specific scenarios for solving customer problems minimize employee response time and increase customer satisfaction. Analysis of sales channels allows you to identify problematic departments and business processes, understand where to focus your efforts, how to restructure the problem area (division), etc.
