CRM (Customer Relationship Management) denotes the strategy of creating, developing and maintaining successful long-term client relationships. Today, clients are the most valuable capital of a company.
They influence business tremendously, and this is why the company is always focused on them. Today’s market competition requires good knowledge about clients and quick response times, but it also demands the rapid creation of new and loyal clients.
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add.CRM is a tool for collecting and processing client and market data, but it also enables similar marketing activities leading to continued growth of added value. By being more productive in the areas of marketing, sales and services, you can significantly reduce costs and increase profits. CRM will allow you to recognize sales leads and circumstances in a clear way, and use them properly. CRM supports, enhances and connects the business and operations data in the company in an excellent manner.
The main operations modules included in add.CRM are:
User Portal
The User Portal alerts the user to all prior, current and planned activities, project updates, contacts and news.
Business Contacts Database
The Business Contacts Database module allows the user to easily find and add data about clients, sales agents, suppliers or general business contacts.
It enables the integration of data from various data sources.
Communications Management and Call Centre
This module enables users to communicate with their clients in the same way, regardless of whether it is by phone, fax, regular or electronic mail. It also provides the possibility to communicate through the Internet, organize meetings, add documents, comments, etc.
Documentation Management
Through the Documentation Management module, users will be able to create a high-quality document archive, which can be easily searched by key words or metadata.
Business Rules Management
This module can track your business processes 24 hours a day, 7 days a week. The rules that are specific to your business process can be defined in one place, and the module will track them and automatically inform the people in charge in case any of the rules are not being respected – add.WORKFLOW.
Sales Activities Management
This module enables users to manage the sales funnel, sales processes, record interactions and leads, recognize the main productivity parameters, track business results, monitor sales activities, plan targets and measure the achieved results.
Marketing Activities Management
The Marketing Activities Management module allows planning, preparation and execution of marketing activities. It also provides the possibility to track current activities and measure the efficiency and the success of marketing activity.
Reporting and Analysis
The Reporting and Analysis module includes the main reports and analyses, the main data source of which is collected directly through the add.CRM module.
Project Management
This module is designed for daily, weekly or monthly planning of activities. It enables department managers to easily track the progress and status of various projects. You will be able to properly distribute the workload and eliminate resource overloading by means of this module's planning capabilities.
Services/Products Management
This module offers a catalogue of services/products (company services/products central database), parameter settings, categorization, status tracking, product hierarchy, offers, pricelists, discounts, permits, etc.
Customer Loyalty Cards
Very importantly for companies, this technology allows them to collect more and more data on their customers easily and quickly. The Customer Loyalty Program helps the company collect the data that could not be accessed earlier, or at least that could not be collected in such volumes and in such a reliable manner. It provides a very precise analysis of customers’ habits, and a specific recognition of extremely small market segments with characteristic customer habits. It also provides the company with the possibility of customizing their offerings according to various market segments and groups.
Analytical CRM
CRM is growing more and more since its appearance on the market. The most widely used subgroups of the CRM modules are call centres, purchase recommender systems, marketing segmentation and actions, sales automation systems and field sales support. Analyses penetrate all these functionalities of CRM systems.
Marketing departments need these analyses to segment their customers, create and carry out marketing actions, and track results of individual marketing activities.
Sales departments need these analyses to understand customer habits, and more easily manage potential buyers, criteria, reasons for successful sales, employee performance, etc.
The concepts that provide such analytical possibilities are OLAP and various models of data mining. The basis of such systems is data warehouses focused on clients.