Often driven by the need to improve customer satisfaction and retention, CRM systems can aid in understanding a customer or segment to focus sales and marketing activities. We will see more of an appreciation that profitability is a key variable in determining cross-sell promotions, product pricing and packaging based on historical as well as future anticipated consumer information. Lifetime value will be better understood to allow for organizations to think about potentially good prospects and the overall return on the relationship that is developed over time. CRM systems will be blended with operational and back- office systems to provide a seamless, real-time data environment. CRM will not only be about servicing the customer better, but also servicing the customer in the best interests of the customer as well as the business itself.
While CRM may already seem to be an old and jaded term, there is a bright future ahead that will bring new ways for small and mid-sized organizations to communicate, operate and strategize to manage their personnel, customers and prospects. Whether or not we believe that Mrs. Jones needs a new set of flippers, we can bet that CRM is here to stay and that it will continue to change the way we work and live.
Tidak ada komentar:
Posting Komentar