Customer Relationship Management
At Mainward Customer Relationship Management (CRM) solutions are developed using the latest and most appropriate technology. These solutions help companies get new customers and retain existing clients by allowing management to track service staff performance and workload, providing an effective and seamless connectivity between customers and staff. The end result is that management can make informed business decisions based on the information and statistics. Mainward's customized CRM solutions can address your Sales Process requirements and help implement your CRM strategy.
Mainward´s customized CRM solution can in effect, run your company´s marketing and sales functions.
Customer Relationship Management initiatives must be carefully planned, implemented and monitored, or the results may be very different and the outcome less desirable than expected. At Mainward we understand the technology solutions, the business strategies and customer strategies that will allow companies to achieve their goals.
Mainward´s CRM solution allows you to more effectively link your customer data with your integrated front-line/back-end customer-centered processes. As a result, you are able to advance the effectiveness of your marketing strategy, build your brand value and boost revenue at every point of customer interaction.
Mainward´s CRM solutions will help you to
- Acquire, develop and retain your best customers
- Apply a fact-based customer strategy that is appropriately directed at your target segments
- Optimize every interaction and every revenue-generating opportunity-with every customer
- Reduce costs associated with customer care
- Measure customer value creation opportunities and capitalize your overall return on investment
- Become more accessible, easier to do business with in your efforts to know, target, sell to, and serve your customers and prospects
Customer Relationship Management in its broadest sense simply means managing all customer interactions. In practice, this requires using information about your customers and prospects to more effectively interact with your customers in all stages of your relationship with them. We refer to these stages as the customer life cycle: Acquiring customers; Increasing the value of the customers and Retaining quality customers. Data mining can improve your profitability in each of these stages through integration with operational CRM systems or as independent applications.
Mainward´s CRM solutions includes all customer-facing applications
- Sales Force Automation
- Customer Service
- Sales and Marketing Management
- Contact & Activity Management
Sales Force Automation Capabilities
- Contact Management: Maintain customer information and contact histories for existing customers. May include point in the sales cycle and in the customer´s replenishment cycle
- Activity Management: Provide calendar and scheduling for individual sales people Communication Management: Communicate via E-mail and fax
- Forecasting: Assist with future sales goals, targets, and projections
- Opportunity Management: Manage leads and potential leads for new customers
- Order Management: Obtain online quotes and transform inquiries into orders
- Document Management: Develop and retrieve standard and customizable management reports and presentation documents
- Sales Analysis: Analyze sales data
- Product Configuration: Assemble alternate product specifications and pricing
Customer Services Capabilities
- Call Center Management
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- Provide automated, end-to-end call routing and tracking
- Capture customer feedback information for performance measurement, quality control, and product development
- Field Service Management
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- Allocate, schedule, and dispatch the right people, with the right parts, at the right time
- Log materials, expenses, and time associated with service orders
- View customer history
- Search for proven solutions
- Help Desk Management
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- Solve the problem by searching the existing knowledge base
- Initiate, modify, and track problem reports
- Provide updates, patches, and new versions
Applying Data Mining to CRM
There are a number of steps we follow at Mainward for data mining, in order to ensure a sucessful CRM solution.
- Define the business problem
- Building a marketplace database
- Explore the data
- Prepare data for modeling
- Build model
- Evaluate model
- Deploy model and results
Our end-to-end CRM services include
- Consulting and advisory services
- Planning and deployment
- Post-implementation support
Cost Goals
Major cost goals of CRM include
- Increase revenue growth through customer satisfaction
- Reduce costs of sales and distribution
- Minimize customer support costs
The following illustrate tactics to achieve these goals
- To increase revenue growth
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- Increase share of wallet by cross-selling
- To increase customer satisfaction
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- Make the customer´s experience so pleasant that the customer returns to you for the next purchase
- To reduce cost of sales and distribution
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- Target advertising to customers to increase the probability that an offer is accepted
- Use web applications to decrease the number of direct sales people and distribution channels
- Manage customer relationships rather than manage products (a change in marketing)
- To minimize customer support costs
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- Make information available to customer service representatives so they can answer any query
- Automate the call center so that representatives have direct access to customer history and preferences and therefore can cross-sell