Collaborative CRM
Collaborative CRM deals with synchronization and integration of customer interaction and channels of communications like phone, email, fax, web etc. with the intent of referencing the customers a consistent and systematic way. The idea is not only enhancing the interactions but also to increase and improve customer retention and liberty.
Collaborative CRM entangles various departments of organization like sales, marketing, finance and service and shares the customer information among them to highlight better understanding of customers.
For example, the information of preferred products could be shared with marketing department so that analysis can be performed in this aspect to provide preferred products to customers.
The information regarding varied cost or price of a particular product in market defined by customers can be delivered to finance department so that strategies could be created to match the product cost with similar products in market and after analysis bring an affordable and efficient product in market.
The information regarding a specific service which is not installed in the companys environment and intimated by the customers can be transferred to service department to improve or install that particular service in-house. All this is done efficaciously within the range of channels so that the process automates the needs and minimal time is required for fulfilling these needs.
Collaborative CRM can be broadly identified by two aspects:
Below are advantages of Collaborative CRM:
This CRM solution brings customers, process and strategies and data together so that organizations could serve and retain customers more efficiently.
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