“CRM is at the core of Clearis.”
The term “Customer Relationship Management” (CRM) commonly refers to a Business Strategy and its corresponding enabling Technologies that allow companies to manage their interactions with their customers.
Most industry analysts group these applications within three distinct categories:
· Operational CRM: The automation or support of customer processes involving sales or service representatives. Operational CRM is the basis of all CRM Applications and it is usually represented by one or more customer databases containing customers’ interaction history. Some examples of business applications that use Operational CRM are: Call Center, Sales Force Automation, Marketing and Help Desk. These applications have come a long way since their beginnings and are now fairly standard in their business processes.
· Collaborative CRM: These applications allow direct communication with customers not involving sales or service representatives, such as Web Self-Service and Voice Response Systems. Collaborative CRM also extends to some automation within the organization and which allows service representatives to easily consult with each other, or transfer the phone call along with customer data and more (“screen-pop”). The technologies used in this group are more sophisticated than those in Operational CRM, usually including Computer-Telephony Integration (CTI), Interactive Voice Response (IVR), Web Chat, Screen Sharing (Co-Browsing), eMail Automation and many others.
· Analytical CRM: The analysis of customer data for a broad range of purposes. Analytical CRM represents the highest level of sophistication in a CRM strategy. When properly implemented, Operational and Collaborative CRM applications collect a vast amount of data, which allows staff members to properly and expediently fulfill customer requests. Additionally, cross-departmental and enterprise-wide initiatives benefit from analyzing this data, resulting in more effective Marketing Campaigns, Cross-Selling, Up-Selling and proactive monitoring of certain behaviors.
Clearis can assist your organization create and deploy a successful CRM strategy. We offer:
CRM Package Selection
CRM Strategy Planning
Implementation or customization for:
Siebel
Oracle CRM
PeopleSoft CRM
SAP CRM
Microsoft CRM
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