Customer Relationship Management

CRM

A Customer Relationship Management (CRM) system integrates marketing initiatives, customer information, and business operations to deliver an optimal customer experience while uncovering revenue generating opportunities for the business. The integration of data that is normally stored in and viewed by separate divisions into a single access point within a business provides a holistic view of all customer interactions with the business. Information in this format provides several advantages, including:

  • The discovery of customer preferences – Knowing customer preferences as revealed by previous purchases can open conversations regarding related and add-on purchases.
  • Increased efficiency in marketing efforts – This same knowledge can help target the customers that will be most receptive to marketing campaigns for new and/or related products.
  • The aggregation of customer information in a single location in real time – This allows for customer service personnel to provide fast responses to inquiries regarding backorders, shipping, exchanges/returns, etc.
  • Improved customer retention – Positive experiences in terms of purchasing, tailored marketing, and customer service will keep customers coming back time and time again.

Empowering your personnel with the ability to view integrated customer data on a single screen can take your business to the next level in terms of sales, marketing, and customer service.

Here are the three different aspects of CRM systems.

Analytical – Analytical Customer Relationship Management describes the primary function of all CRM systems, which is to gather what can be disparate points of customer data, integrate it, and then use the information to make faster and more informed decisions and responses relating to sales, marketing, and customer service.

Collaborative – Collaborative Customer Relationship Manage systems integrate customer data with the objective of enabling different departments within a company to communicate with each other while viewing the same sets of information. This aspect of CRM is a critical element in the optimization of the system for enterprise-sized businesses.

Operational – Operational Customer Relationship Manage systems are those that are focused on automating customer contact processes. An example would be a phone system that prompts callers through a menu of services. Another example would be data mining customer information to determine the best opportunities for marketing leads, sales prospects etc.

 

Featured News

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    Whether you are building a new ecommerce site or redesigning an existing one, there are three major considerations that should factor in to your search engine optimization (SEO) strategy. 
     
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  • The Gervais Group Readies for Participation in Nationwide Marketing Group’s PrimeTime! Show in Las Vegas

    The Gervais Group, an industry leader in the provision and execution of results-based strategies in search engine optimization (SEO), web design, and e-commerce, is pleased to announce its return to Las Vegas to participate in Nationwide Marketing Group’s bi-annual “Prime Time!” buying show and members’ conference. The event, which takes place at The Venetian, begins on Sunday March 9th and runs through Wednesday, March 12th, 2014.


    Headquartered in Atlanta Georgia since its founding in 2001, the Gervais Group has been designing and implementing comprehensive web-based strategies for the members of Nationwide Marketing Group since earning preferred provider status in 2012. These customized strategies encompass all aspects of marketing and selling products and services on the web while simultaneously driving targeted consumers to clients’ physical storefronts as well.


    Nationwide Marketing Group’s core services are designed to benefit a membership that is made up of independent store owners specializing in appliances, furniture, consumer electronics, custom installation, and rent to own programs. One of the key benefits delivered by Nationwide Marketing Group, which is the largest group of its kind in North America, is the inclusion of its members in specialized buying groups which facilitates product discounts and rebates based on aggregated purchase orders. The aggregation of members’ purchase orders results in pricing and volume-based rebates that are competitive with those of national franchises.


    Jason Gervais, the Senior Project Manager of the Gervais Group, said, “Nationwide Marketing Group’s ‘Primetime!’ conferences offer a bounty of information to its membership ranging from intelligence on the latest models across a broad scope of products to the best practices in web-based operations.” He seconded, “These events enable us to keep members current with the constant changes on the web, such as the opportunities presented by rise of mobile device access and responsive web design, both of which can enhance ecommerce efforts.”


    The Gervais Group, which was founded in 2001, has been designated as a preferred service provider for Nationwide Marketing Group’s members since 2012. As a recognized leader in the delivery of customized ecommerce solutions, the company develops cost-effective strategies that drive sales while also enhancing the brand of each of their client-companies.

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