Literally speaking, customer relationship management or CRM is a methodology to manage communication between a particular company with their current and potential clientele or customers. CRM approach uses much information regarding the relationship between customers and companies to improve business affiliations and sustain existing customers, especially concentrating on customer retention and generating sales growth.

1. Five Types Of CRM Application For An
Inbound Call Centre

2. 2Copyright © cyfuture.com
What is CRM?
Literally speaking, customer relationship
management or CRM is a methodology to
manage communication between a
particular company with their current and
potential clientele or customers. CRM
approach uses much information regarding
the relationship between customers and
companies to improve business affiliations
and sustain existing customers, especially
concentrating on customer retention and
generating sales growth.

3. 3Copyright © cyfuture.com
How can CRM contribute to an inbound call
centre?
CRM demonstrates itself in several ways.
Especially, when a customer service
provider takes initiative to satisfy their
customer through gifting and rewards or
providing good quality services to
customer care solution and other facilities,
fall under CRM. One of the most
important parts to any CRM approach is
to establish a good inbound customer
service because a customer care support
centre for inbound calls can create
critical impact on CRM.

4. 4Copyright © cyfuture.com
How is it helpful?
For instance, you are logged into the
customer support centres software and
a new call drives in. All the
uncertainties of dropping this call will
be addressed through CRM
applications. A pop-up on the screen
will ask you whether you want to take
this call or not. Responsive CRM helps
you abundantly with inbound calls.

5. 5Copyright © cyfuture.com
Various types of CRM
There are five types of customer
relationship management techniques to
conduct successful market researches
and they are:
Sales force mechanism
Marketing automation
Service automation
Analytical
Collaborative

6. 6Copyright © cyfuture.com
Sales force mechanism
Sales force mechanism works with all the
platforms of sales, from primarily entering
customer details and information to
converting potential leads to actual clients.
Call centres especially lead generation
services implement sales promotion analysis,
systematises the tracking of a customer’s
history for frequent sales or upcoming sales
and organized sales, marketing call centres
and retail outlets. CRM helps inbound
customer service and other call centre
related services prevents duplicate efforts
between a dealer and customer. Furthermore
it automatically tracks customer contacts and
follow-ups between both the parties.

7. 7Copyright © cyfuture.com
Marketing automation
With the aid of marketing automation call
centre service provider can ease the entire
marketing process to make it more operative
and competent. CRM applications along with
marketing automation abilities can
automatically repeat tasks. For instance,
sending programmed marketing emails at
certain times to the clients, or posting
information related to marketing on social
media. The objective with marketing
automation is to turn quality sale lead to actual
customer. Now-a-days an advanced inbound
customer service provider also works on
customer engagement through the social
media platforms.

8. 8Copyright © cyfuture.com
Service automation
A part of CRM system is service automation
that initiates on uninterrupted customer
service technology. Multiple channels like
phone, email, social media, knowledge
bases, ticketing gateways, FAQ’s and many
more are pledged to support customers
through the use of service automation.

9. 9Copyright © cyfuture.com
Analytical CRM system
The analytical CRM system helps the
application to generate customer
data analysis through numerous
sources and present to the business
manager so that the business veteran
can make better decisions. An
analytical system use techniques and
methodologies like data mining,
correlation and recognition of patterns
to scrutinise customer’s existing data.

10. 10Copyright © cyfuture.com
Collaborative methodology
Lastly the most important objective of
a CRM system is to merge external
stakeholders such as the dealer and
the distributor, and share customer
information across organisations.

11. 11Copyright © cyfuture.com
Conclusion
Considering the aforementioned types
of CRM system it is clear that the CRM
application can assemble data from a
variety of different communication
network, including an organisation’s
website.

12. 12Copyright © cyfuture.com
http://www.go4customer.com/au
https://www.facebook.com/Go4CustomerServices
https://twitter.com/go4customer123
https://www.linkedin.com/company/go4customer
https://plus.google.com/+go4customer/posts
Contact Us
1-800-212-2022

13. 13Copyright © cyfuture.com
Thank You!