Words like one to one marketing, personalization, CRM, data mining, etc. they will join terms that we have been using for the longest time, such as customer satisfaction, analysis of customer needs, communication, etc. and they will be integrated to achieve a total focus from the company to the customer.
Currently, at a time when companies must be totally focused on the customer, customer relationship management (Customer Relationship Management) is a key and critical area for the company's competitiveness.
Within the broad field of customer relationship management, an important part is communication and interaction with them, and this is where new technologies can give us competitive advantages and achieve that desired differentiation from the competition.
We would have to ask the question: Who does not want to have continuous customer service 365 days a year and 24 hours a day with personalized information for each customer anywhere in the world?
Who does not want to provide their customers with information in an economic, fast and automatic way?
These advantages and many more can be obtained with new technologies in general and with the possibilities offered by the internet in particular.
In addition to all the advantages on attracting new customers, the advantages that it can provide us in the area of customer service and loyalty are:
- Measurement and increase of customer satisfaction Interaction 365 days a year and 24 hours a day Automation of part of customer service processes Personalized marketing and communication actions Greater knowledge of customer needs Improved communication to customers and the information they have of products or services Customer self-service (in products or services where possible)
As you can see, there are enough reasons to start thinking about how to improve customer relationships using new technologies.
In addition to these, we must add all the advantages related to attracting new customers and reducing costs in the commercial area, with which we found a method to develop competitive advantages for both large and small and medium-sized companies (SMEs).
Words like one to one marketing, personalization, CRM, data mining, etc. they will join terms that we have been using for the longest time, such as customer satisfaction, analysis of customer needs, communication, etc. and they will be integrated to achieve a total focus from the company to the customer.
