Data Analysis & CRM For 2016 (£)
Customer relationship management (CRM) is the description of managing and analysing a business’s relationship with its current and potential clients and customers and should give the management a clearer strategic and tactical view of their current client relationships and the ways forward for the changing market-space. This analysis should include the information from face-to-face client meetings, telephone calls, Skype calls, Web connections, emails, social media, traditional letters, marketing and PR.
Based on these different types of information businesses should review the clients relationship and history with your business. It is important to review and analyses this data in depth and not to take a particular employee’s relationship with the client which may contain different types of bias – from a sales point of view or from a supply point of view the relationship could be made to favour a department or particular employees view point.
Businesses should employ Data mining techniques and technologies such as web searches to understand and improve their relationships with the client. Social media such as Twitter, Facebook, LinkedIn and blogs are very important processes for data collection and analysis of the information.
Understanding the customer and capturing this data allows your business to interpret client data into commercial information that can be employed to far more deeply understand a current and potential clients relations with your brand, employees and services.
This information and analysis should be used to improve the business client relationship and the train your employees to engage far more effectively, with the customers.
It should also allow you to create customer management Reports that can be used to educate the whole business as to its strategic client interactions and it can be used to explain how these particular client relationships are one of the basis of your particular business operations – and these Reports should also be used to get employee feedback that again can be employed to improve business/client relationships going forward.
