Background
In this context, DCC CRM has arisen, in response to the need to optimize relationship processes of company-customer and as a mean to maintain the customer loyalty, their satisfaction and continuity in their business with the company.
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In order to maintain their position in today’s competitive market, companies are valuing more the quality of the relationships with their customers, because now the differentiation is not focus on the products, but on how to build long lasting and beneficial relationships with them.
Companies changed the order of their priorities to attract and keep customers.
Up to now, companies had focused their efforts on the automation of transactional
systems and the implementation of informatics systems that allow them to optimize
internal business processes.
However, with the appearance of new specialized communications channels and the
existence of multiple systems make difficult the integration tasks, the information
flows and consequently, the unity of the business processes.
This has forced companies to evolve their customer relationships in two lines of action:
Line up the organization resources to customer needs, supporting each client with all the organization capacity and unifying "knowledge" and "skills".
Understand, anticipate and answer to customer needs in order to convert "transactions" into "relationships".
Benefits of
DCC CRM
1
Achieved a unique vision of the client.
2
Have the appropriate knowledge and skills in each contact with the customer.
3
Identify new demands and anticipate to their concerns.
4
Use the most suitable channel to get each contact.
5
Keep the information consolidated independently of the channel used.
6
Improve the quality support.
7
Support the full relationship cycle.
8
Soportar el ciclo completo de relación.
9
Control the efficiency of the actions and the channels.