Relevant goals of Customer Relationship Management
The prime focus is in the relationship between customer and company the creation of added value. As such, a company that best balances between cost and performance of all find customer needs.
For the company result from the following business Secondary objectives:
Increase the efficiency of customer acquisition
With CRM, you can systematically information on the market and the potential customers to collect and analyze targeted. Thus obtained Knowledge provides assistance for the acquisition of new customers.
Increase in profitability of customer relationships
An increase in profitability on the one hand by increased customer loyalty and the associated longer duration of customer relationship achieved a stronger customer loyalty achieved a company through excellent service, a good corporate image and targeted Marketing campaigns.
On the other hand contribute to the cost increase profitability at. This is achieved through the automation of processes in the areas of marketing, Sales and Service, and by reducing times and transaction costs.
Examples of cost-pulses are:
• Rapid processing of large data sets
• Automatic execution of manual activities
• Efficient provision of documentation to support decision making
• Increasing market share and profitability of enterprises if we increase the business with existing customers and win while new customers, we speak in markets with stagnant growth of an increase in market share. The company profitability quality increases, since the company is using CRM conscious and careful focused on increasing sales with profitable customers.
SAP has recognized the signs of the times and in the context of the mySAP Business Suite-industry solution mySAP Customer Relationship Management for distribution / sale to the market.
mySAP CRM Architecture
To implement the philosophy of customer relationship management may be needed information. mySAP CRM splits Thus the following three areas:
• Operating range of mySAP (CRM Operational CRM)
• Backoffice / Analytical area of mySAP CRM (Analytical CRM)
• Collaborative range of mySAP CRM (Collaborative CRM)
Of central importance are the following factors:
• An integrated approach to marketing, sales and service and thereby a constant flow of information between these processes.
• The operational CRM processes during its course to reach back - and analytical CRM processes. Both processes are below described.
• The area is the collaborative communication platform as a prerequisite for the interaction between business partners and companies.
The interconnectedness of the processes and the permanent exchange of data related allows the company to all customer contacts and activities providing the requested data, analysis and activities etc. The knowledge gained through marketing, sales, and service activities data in back-office, and condensed analytical field evaluated and / or supplemented with data from other divisions. You can then return for planning, or information purposes in the operational part returned to form in this way a closed circuit, called a closed loop. |
