Friday, November 2, 2012

Customer Relationship - The Clever Way

Copyright (c) 2012 Swaroop Venkata

In today's world of cut-throat competition, every corporate is concentrating on the very core, fundamental element of their business - the customer. The idea is to find, attract and win new clients in addition to nurturing and retaining the existing clients. To do so, Customer relationship management (CRM) is a widely used tool involving technology to organize, automate, and synchronize business processes mainly sales activities, but also those for marketing, customer service, and technical support for managing a company's interactions with customers, clients, and sales prospects. CRM is an essential tool for measuring & valuing customer relationships which is critical to implementing the company's business strategy.

There are many organizations providing CRM Services but the top companies providing CRM solutions are: 1) SAP and 2) Oracle.

Real-time analytics is the use of all available corporate data and resources when they are needed. It consists of dynamic analysis and reporting, based on data entered into a system less than one minute before the actual time of use. Real-time analytics is also known as real-time data analytics, real-time data integration, and real-time intelligence.

Real-time analytics is used in CRM to provide up-to-the-minute information about a company's customers and present it so that better and quicker business decisions can be made -- perhaps even within the time span of a customer interaction. Real-time analytics can support instant refreshes to corporate dashboards to reflect business changes throughout the day.


Facing poor usability is the biggest challenge for customer relationship management systems. There are difficult interface for a user to navigate so that implementation cannot be completed. Implementations that are fragmented are often due to poor usability. For their own needs individual departments isolated initiatives . Systems starting to disunite stay that way.

One of the functions of CRM is to collect information about clients. It is important to consider the customers' need for privacy and data security. Close attention should be paid to relevant laws and regulations. Companies must reassure customers/clients that their data will not be shared with third parties without prior consent, and that illegal access can be prevented. Ease of use in the CRM interface and suitable security measures and features are a challenge faced by developers and users.

This is where the role of CRM-Experts comes in. These are champions of CRM and will be able to understand the needs of a corporate and accordingly provide strategic guidance and practical advice on what CRM-Vision and Business-Process-Management can achieve, what should be considered during design and implementation of the CRM Project & what standards need to be adhered to and what standards to anticipate.

HCRM Services provides CRM Services and CRM solutions. Find out more on

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