CRM : Tracking Customers through the Web
-- Anjana Srikanth
The supreme role that a customer plays in today's business cannot be
denied. Customer satisfaction remains at the forefront as companies reorganize
their existing business processes. This emphasis on customers - facilitated
by the net is forcing organizations to recreate and webify themselves
in order to fit into the new e-business architecture.
Customer relationship management - CRM is more than serving a customer
and establishing a credible relationship with them, it is serving a customer's
customer using the net.
Businesses are moving order entries and net-based customer support into
a web enabled front-office. e-CRM consolidates offline and online data.
Aligning an existing CRM strategy with an online one is a natural consequence
of application integration and the web-enabled architecture.
The article "Let there be CRM" explores how a 102-year old
company from Ohio, unified its tracking system and streamlined order operations
by investing in CRM. Holophane, Corp (www.holophane.com)
sells custom lighting products to architects, roadway contractors and
They transformed their non-technical methods of collecting customer information
into a CRM system thereby achieving automation between their sales force,
customer service and other departments. A complete synchronization of
information about products, pricing and orders helped them provide a "snapshot
of their day-to-day operations" to customers. End-result - they minimized
overall costs and saw a 15% increase in order volumes in a span of two
In addition to offering Customer Relationship Management as a service,
we also offer other services like Business Process Engineering, Porting
Legacy applications to the web and Enterprise Application Integration.
Please contact us here
for more details.