08-17-2017, 12:18 AM
A Presentation on Service Design of CRM and Policy Administration
[attachment=789]
CRM Definition
CRM is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer centric business philosophy and culture to support effective marketing, sales and service processes. ".
CRM IMPLEMENTATION
It is imperative that the objective behind the implementation is clearly spelt out and understood.
CRM encompasses far more than mere technology and transcends to the customer as well.
Implementation in phases
Implementing in phases is always easier and far less time consuming as well as being cost advantageous.
It facilitates the easy involvement of resources when done on a short term basis, and makes easy the constant monitoring of results so that corrective measures can be taken.
EMPLOYEE CO-OPERATION
It requires approval not only from top management but individual employees as well need to give their support Staff need to accept the fact that this will do them good and willingly give off their best customer support effort.
STAFF TRAINING
It is essential to have productive staff in order to better customer service.
Inexperienced staff will undoubtedly give wrong responses to questions and yield wrong customer service. It is important to see that staff maintains proper customer service.
Training staff is thus essential.