CRM
Tools
CRM Tools can
include capabilities such as sales force automation, employee help
desk, customer support, and relationship enhancement. Usually, CRM
Tool implement CTI capabilities, giving them the ability to “pop”
the appropriate screen, based on the customer’s phone number (in the
case of a telephone call) or the information collected from an
IVR.
The screen that
is invoked on the resource representative’s desktop gives them the
appropriate set of customer information as well as the application
capabilities required to complete a customer service transaction.
These CRM Tools may include the ability to invoke a workflow process
by the help of proper CRM Tools. The capabilities of existing CRM
Tools can be leveraged for Internet-based
communication.
In totality CRM
Tools are designed to be a software tool to keep customers and build
customer satisfaction, and in a merger or acquisition, that should
not change. Companies use the CRM applications to collect
information—records of communications, listings of key personnel,
customer anecdotes, et cetera—on their customers and prospects and
apply that knowledge as a basis for more personal, interactive
relationships. These CRM Tools applications can also be used
directly by customers and prospects to gather product and service
information, obtain quotes, place and track orders, solve product-
and service-related problems, answer questions, and schedule
appointments.
According to
the company behind the CRM Tools Featherlite, with this new CRM
Tool, called Featherlite organizations will build stronger bonds
with its current customers and can add roughly 1,000 new customers
each year. This will be accomplished through the use of an automated
"tickler" system that will alert Featherlite representatives to
contact customers on a regular basis, and a centralized database of
customer information and interaction history that will provide
sales, distributors, retailers, engineers, and other Featherlite
personnel with the knowledge they need to personalize
service.
Similarly there
are many CRM Tools from PeopleSoft, one such tool is PeopleSoft CRM,
which is a comprehensive, real-time solution that manages all your
customer interactions—from marketing to sales to service. With
complete customer lifecycle marketing, you can maximize every
marketing interaction, optimize your marketing spend, and develop
long-term, profitable customer relationships. Through collaborative,
multi-channel selling you’re able to advise customers of the best
solutions, stay focused on the best opportunities, and improve your
bottom line. Once the sale is made, integrated service management
and field service and maintenance lets you deliver higher service
levels while controlling costs.
