CB is part of a technology-driven industrial group with a global presence and a 50-year history of financial stability and excellence. CB works on a customer-centric business model. CB has the capability to rapidly
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CRM
CRM is the abbreviation for customer relationship management. It entails all aspects of interaction that a company has with its customer, whether it is sales or service-related. While the phrasecustomer relationship management is most commonly used to describe a business-customer relationship, CRM systems are used in the same way to manage business contacts, clients, contract wins and sales leads.
CRM is often thought of as a business strategy that enables businesses to:
Understand the customer
Retain customers through better customer experience
Attract new customer
Win new clients and contracts
Increase profitably
Decrease customer management costs.
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Consumer relationship system
Consumer relationship systems (CRS) are specialized customer relationship management (CRM) software applications that are used to handle a company's dealings with its customers.
Current CRS integrate the software with telephone and call recording systems as well as with corporate systems for input and reporting. Customers can provide input from the company's website directly into the CRS. These systems are popular because they can deliver the âvoice of the consumerâ that contributes to product quality improvement and that ultimately increase corporate profits.
Consumer relationship systems that provide automated support as well as advanced systems may have artificial intelligence (AI) interfaces that can extract and analyze data collected, or handle basic questions and complaints.
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Customer Focused Strategy
Customer-Centric business relationship development is the core foundation of CRM- Customer Relationship Management.
Our business mission is to help our client businesses focus on their ideal target customer - to attract more, develop them into long-term relationships, and retain these profitable customers.
We specialize in fully customized, "built-to-suit", CRM systems for each business that
captures knowledge easily
returns new insights and
allows for better decisons to be made quicker
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Features of CCRM
Customer-centric relationship management is used in marketing, customer service and sales, including:
1. Tailored Marketing
2. One-to-One customer service
3. Retaining Customers
4. Building brand loyalty
5. Providing information customers actually want
6. Subscription billing
7. Rewards
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Customer-centric relationship management (CCRM)
CCRM is a style of customer relationship management that focuses on customer preferences, instead of customer leverage. This is a nascent sub-discipline of traditional customer relationship management, to take advantage of changes in communications technology.
A CRM system becoming more âcustomer-centricâ means being able to manage critical relationships more effectively and being positioned to offer new and expanded services.
Customer centric organizations help customers make better decisions and drive profitability. CCRM adds value by engaging customers in individual, interactive relationships.
Customer-centricity differs from client-centricity in that the latter refers almost exclusively to business-to-business models rather than customer-facing firms.
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CRM SOFTWARE
Selecting a CRM program means finding the software that fits the companyâs needs. CRM software comes with many features and tools, and despite the fact that many of CRM products offer similar feature sets, there are some unique tools in each one. Programs can be divided into categories by the following criteria: Features mean how well it integrates with other applications (ex. Outlook, Gmail, iCall etc.) and how accessible information is. It covers everything from calendar alerts and to-do lists to mobile access and synchronization capabilities. Contact information ranking outlines the programâs ability to store specific information for each contact. Business world is fast-paced, so managers need to be able to access customerâs information quickly. Sales and marketing tools designed to help and maintain current clients and gain new ones. Important that this tools help find campaigns with positive ROI and those that are not performed. Ease of use is about appâs design. Programs are checked on clean, quick navigation and easy-to-locate of the most important items. Help and support is about what support CRM software manufacturer provides for their product.
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CRM Tools
Customer relationship management tools have existed for years. Businesses use them to manage customer interactions across channels and departments, including marketing, sales, customer service, and technical support.
One area where traditional CRM systems fall short is their inability to incorporate social network data about customers. This is important because consumers frequently ask product-related questions, and share with friends and followers their product purchase intent, as well as their personal experience using products.
This is where social CRM tools play a key role. They enable merchants to stay connected to customers using social channels, which can lead to increased sales and more satisfied customers.
This article introduces five popular social CRM systems for small business.
1. Batchbook
Batchbook integrates with social media management platform HootSuite.
Like most CRM systems, Batchbook lets businesses manage their contacts and address books, and track conversations, sales, leads, deals, and more.
Where it differs from traditional systems is through social media integration. Batchbook users can access LinkedIn profiles and read Twitter feeds from inside the platform. They can also connect with Facebook to get background information on contacts.
Batchbook integrates with HootSuite to enable the following capabilities.
Access Batchbook contact details, communications, to-dos, and notes from inside HootSuite;
See customer relationship histories by looking at Batchbook contact details in HootSuite;
Save social posts and contact details to Batchbook from HootSuite;
Take note of the most engaged social contacts and mark them as âChampionsâ in Batchbook.
Pricing starts at $20 per month. Batchbook offers a 30-day free trial. Annual plans receive two months free.
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2. Nimble
Nimble is a CRM tool with social in mind.
Nimble combines CRM, social media, and collaborative tools into a single SaaS solution. More than any other platform on this list, Nimble is built from the ground up with social media in mind. Nimble CEO Jon Ferrara even refers to it âsocial relationship managementâ platform rather than a CRM.
Nimble offers the following features.
Automated social integration. Automatically identify a contactâs social profile on Facebook, LinkedIn, and Twitter, and then connect, listen, and engage with him or her.
Unified inbox. Listen to all of the relevant conversations occurring in social networks and connect from one unified inbox. Retailers can also send messages to individual contacts from within Nimble and/or send messages to their own social profiles.
Social search. Search social networks for relevant keywords to find people who may be interested in your company or products.
Import social contacts. Contacts can be imported into Nimble. Merchants will see their profile if they are already in the Nimble database and can drill into a contactâs social profile to learn what he or she has been saying or doing.
HootSuite integration. Like Batchbook, Nimble integrates with HootSuite.
Status updates. You can post status updates to any social network or send messages to anyone in social networks.
Nimble offers a free plan, which has limited features. Premium plans are priced at $15 per user per month. A 14-day free trial is available with no credit card required.
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3. BlueCamroo
BlueCamroo is a multi-faceted platform that includes social CRM.
BlueCamroo is a multi-faceted application that combines CRM, social CRM, project management, customer support, task management, email marketing, and back-office features such as time tracking, billing, online payments, and expenses management.
BlueCamrooâs social CRM component â called âSocial Scoutâ â allows merchants to view and post to their Twitter, Facebook, and LinkedIn accounts.
Social Scout also has a robust search component that enables social search based on the following criteria.
Sales opportunities. Configure keywords to listen for on Twitter and public Facebook updates that include buying signals, such as âwe need,â âIâm looking for,â âcan anyone recommendâ and others. These can also be added as leads that merchants can respond via Twitter and Facebook if the contact is also a friend.
Buzz. Configure searches for customers who raise issues about the company or products and create a âCaseâ for follow-up.
Lastly, merchants can add social network criteria to contacts in the database and see what they have been posting.
Pricing starts at $29 per month. A 31-day free trial is offered.
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4. Insightly
Insightly connects with social media, Gmail, Google Apps, and Google Drive.
Insightly offers built-in integration with LinkedIn and Twitter, so merchants can display social data from inside the dashboard. Import contacts from LinkedIn connections. Add LinkedIn Profiles to existing contacts. The platform also integrates with Gmail, Google Apps, and Google Drive.
Prices start at $20 per month. A free plan is also available.
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5. GreenRope
GreenRope enables social media management from a single dashboard.
GreenRope is an enterprise-level CRM that has four core features: contact management, marketing, project management, and calendaring. Social media campaigns can be managed from a single interface.
Pricing starts at $99 per month. A 30-day free trial is offered.
Conclusion
Social CRM tools such as these five enable merchants to integrate social data from customers and prospects into a contact database. This provides a more holistic picture of who their customers are, what they care about, and what they are saying about the company and products, all from within a single platform.
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