Technologies
CRM solutions attracts
20.05.10
Recent Markess International* study concerning customer relationships new approaches revealed the CRM solutions dynamism encouraged by web and mobile technologies (including Web 2.0).
The important use of the internet and the web by clients, the emergence of new canals of the kind instant messenger, the use of web mobile, video or again multimedia are transforming habits.
This trend has an impact on the customer relationship management by the organizations. Dynamic sector, the market of CRM solutions should increase by 12% a year, from 400 million euros in 2008 to 500 million in 2009.
According to Markess International, the principal uses that need customer relationship management concern:
- client reception for 76% of the interrogated companies
- marketing (57%)
- and claims system (56%).
Followed by arraging meetings (51%), telemarketing operations (44%) or again information & inquiries (30%).
The diversity of sources and formats associated to an accelerated increase of the information volume to manipulate imply the establishement of specific solutions by companies in order to better access, search, analyse, secure and stream information enabling an easier and improved use, share, restitution and exploitation internally.
In anticipating needs, the multicanal contacts management belongs to the top of the list because 42% of the interrogated companies wish to install one.
You too, place the client in the centre of your company strategy, coordinate your processes of sales, marketing, services and increase the satisfaction and loyalty of your customers. We accompany you in the setting of your multicanal CRM solution.
* results from a study of 200 private firms and public organization interrogated in France