Customer Relationship Management
Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM systems are designed to compile information on customers across different channels -- or points of contact between the customer and the company -- which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.
We focus on traditional CRM systems and solutions. Customer Experience Management (CXM) strategies enables business process optimization through an outside-in perspective.
CXM faces the challange of Delighting customers and demystifying them as it has always been a difficult task for all the brands.But today’s customers are more influenced by word of mouth and are even more informed, have higher expectations.we,through our best-of-breed, and through partnerships helps organizations deliver experiences that matter to customers and make interactions with them easy, relevant, and — most important — transparent. Our “advise to execute” capability involves designing enterprise-wide customer experience strategies and implementing them using integrated new-age technologies across the SMAC (social, mobility, analytics, and cloud) stack.
Our employees and back-end systems play a vital role. Our solution on this challenge can be used across the following areas:
Customer blueprinting and measurement
Behavior and experience analytics
Channel optimization and innovation
Business process foundation, integration and operations
Integrated view of the customer
Workforce productivity improvement
Customer-centric application re-engineering
Customer Experience Management strategies and solutions help our clients think strategically. We are able to provide our clients with an effective and measurable CXM strategy based on upfront strategic consulting—including business-case development, road map and blueprint development, process re-engineering and capability maturity modeling.
we maintain a focus on measurable business benefits throughout the development and implementation. These benefits include:
Increased brand awareness
Enhanced lead generation and qualification
Increased sales through improved closure rates
Improved customer satisfaction
Faster time to market
Increased customer retention and loyalty
Improved customer service with faster resolution