Focus on Customer Centricity Through CRM
It is a key differentiator for businesses – knowing your customer (versus the flip side of not knowing your customer). The company that knows, cares about, and focuses on its customer will almost always come out on top.
As customers become more empowered and have a wider array of options to fulfill any of their needs, companies must step up the plate and keep the customer as a focus. To do it successfully, it takes a dedicated internal initiative and a carefully planned technology partner that results in the most efficient infrastructure.
Let’s look at it this way – for most companies, there are multiple touch points between the customer and the company. The better these interactions are tracked and logged, and the easier the information is made available across the company through real-time data, the more efficient employees can react, which can result in happier customers.
For instance, take that phone call where you report an issue and then you are transferred…then transferred again and maybe again. Each transferred call requires a repeat account of the issue and it leads to a repetitive conversation lasting longer than necessary. This could easily be solved with a cloud-based or on premise database that collects and stores customer data in real-time and allows data access across business units.
For most companies, this means a robust customer relationship management system, or CRM. Too often, companies either don’t have a CRM, or have a CRM, but aren’t using it to its full capabilities. Either way, the solution can be found in rapid deployment solutions for CRM that keep customers at the heart of the business.
SAP and SAP services can provide a full solution that has a quick implementation time frame and provides support to ensure the CRM is working for your company needs.
The SAP HANA platform that powers the CRM solutions provides real-time customer insights, real-time interactions, and real-time execution – all key to packing employees with the most updated information and something customers have come to expect as they become more empowered in today’s economy.
Also, visit SAP’s rapid-deployment site and find out the benefits of RDS and SAP Services.