CRM (customer relationship management) is all aspects of interactions that a company has with its customers, whether it is sales or service-related.
Cambria has engaged in successful CRM implementations that span various industries from small to medium companies, government institutions to financial services. Our programmers have written CRM software using both Desktop and Web Programming technologies with such tools as .Net, PHP, and Microsoft Access. We can custom-built solutions integrate smoothly with existing applications, offer a variety of features and functionalities, and have translated for our customers into better customer service, increased efficiency, and enhanced collaboration.
Traditionally, data intake practices for CRM systems has been the responsibility of sales and marketing departments as well as contact center agents. Sales and marketing teams procure leads and update the system with information throughout the customer lifecycle and contact centers gather data and revise customer history records through service calls and technical support interactions.
The advent of social media and the proliferation of mobile devices has caused CRM providers to upgrade their offerings to include new features that cater the customers who use these technologies. To add value to customer interactions on social media, businesses use various tools that monitor social conversations, from specific mentions of a brand to the frequency of keywords used, to determine their target audience and which platforms they will use. Other tools are designed to analyze social media feedback and address customer queries and issues.
Another way in which social CRM is adding value for companies and customers is buildimg customer communities, where customers post reviews of products and can interact with other customers to troubleshoot issues or research products in real time.