Customer Relationship Management

Your business would not exist without its customers.  Successful businesses must be able to answer and implement solutions to the following questions:

• How can you find and attract prospective customers?
• How can you appeal to and turn prospects into customers?
• How do you maintain loyalty and keep existing customers as repeat customers?
• How do you identify and concentrate on our best customers?
• How can you entice former customers to return to the fold?
• How can you provide the best service and technical support to keep your customers happy?

Customer relationship management (CRM) is the strategy for managing a business’s interactions with customers, clients, and sales prospects.  Businesses want to ensure that every communication with their customers is done at the optimum level.  CRM tracks your customers, their preferences, histories, sales value, and other information to create automatic interactions that are specifically catered to your customers.

But sending emails, studying your customers, interacting with them, and managing these complex relationships with many different kinds of prospects, clients, and customers is a lot of work and consumes your company’s time and resources. 

That’s why there are CRM applications that organize, automate, and synchronize your CRM processes.  A CRM application is a technology solution to optimize your business’s interactions with customers while also saving you time and money by automating the processes.

Here are some examples of how a CRM solution can automate your customer relations:

• Turn one-time customers into repeat customers by providing them with an option to join a “customer rewards” or “monthly coupon” program.  Track their name, their email address, and preferences.
• Send your customers event-based discounts on their birthdays, anniversaries, or holidays.
• Engage your customers with articles that interest them based on their specified preferences.

Essentially, a CRM solution allows you to create more frequent and meaningful interactions with your customers without requiring additional employees, overhead, paperwork, or any other resources because the process is automated.  Since studies consistently show that it costs 8 times more to cultivate a new customer than to keep an existing one, an effective CRM strategy is critical to the success of any business.

AllianceTek studies the requirements and operations for your individual business and comes up with a CRM solution that is right for you – whether it is implementing an existing CRM technology or developing a custom CRM solution.  Here are some examples of how our clients are getting value out of our CRM solutions.

American Brokerage Services, Inc, uses their CRM to gain the Business Intelligence necessary to make more cost effective decisions regarding their client relationships.  For example, the CRM keeps track of the birth dates of their customers so ABS can easily search through their CRM solution for customers over the age of 50 and send them an email with information about retirement.

Car Sense’s CRM solution uses a mobile or touch application at their service center that scans the keychain of a customers and collects that customer’s information to be used later used to automatically schedule appointments or let a customer know when they need to pick up their car.  This reduces much of the overhead needed to update customers manually.  Car Sense can also search their customer base for cars by mileage and send automatic prompts suggesting customers come in for a tune-up.  They have also enrolled customers in rewards programs, promoting loyalty and customer retention.