1. Why implement a customer relationship management application?
You deal with customers on a daily basis, answering inquiries, taking requests for quotes on board and responding promptly, providing confirmation of the progress of orders in progress...
Implementing a CRM (customer relationship management) application facilitates the centralization of all customer data, making it easier to understand the state of the relationship with each customer, and improving intra-company communicationIn all cases, it's important to keep the company's various departments informed of developments in customer relations. Implementing a CRM application means optimizing your business and offering the most appropriate service, since you'll be able to make better use of available customer data.
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Why implement a customer relationship management application?
Bibliography
Panorama des produits et conduite de projet CRM – LEFEBVRE, EYROLLES, 2000
Customer Relationship Management – Stanley A. BROWN, EYROLLES, 2001
Customer Relationship Management– F. JALLAT, PEARSON, 2018
Reference standards
Qualicert (certification)
NF Service Relation Client (label)
Social responsibility in customer relations (label)
ISO 18295 – Service requirements for customer contact centers (standard)
ISO 9001 (standard)
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