As the concept of ‘Customer is king in mind, there are two areas CRM APS focus on that can improve customer relationship and small businesses which are CRM APS and Customer Interaction and CRM APS paired with Accounting Software. In this article, it is important for successful CRM APS to fully equip with relevant tools such as real- mime feed that present the information about customer in newsfeed-like fashion or in a timeline, email and leads key component that enables user or the company itself keep in touch with their customer and respond to them as quick as possible, social media, task management and also performance.
Furthermore, by pairing with accounting software, the effectiveness of managing customer relationship using CRM APS can be improved as the company can also know about the past trend of sales and help them to forecast more accurate data for the future. 3. SUBJECT COVERED BY THE AUTHOR The article is related to with the topic of Researching customer needs, specifically under the scope of ‘Customer Relationship Management’.
Evans and Lindsay (2008) in their book have introduced five aspects of customer relationship management as stated in the introduction. However, only two of the aspects are related with the articles, which are: exploiting technology and technology and CRM. Exploiting technology Technology can greatly enhance an organizations ability to leverage customer-related information and provide improved customer service. There are many big companies ho exploit and full use of technology in developing their customer relationship.
In relation with the article, the invention of CRM software or applications itself shown that people nowadays getting smarter and know well how to use the technology to improve their quality of life. Technology is not Just to assist people in doing their impossible for years ago. Technology and CRM Technology is a key enabler of customer relationship management (CRM) software or loyalty, target their most profitable customers or even their potential customers and streamline customer process. The uses of CRM software nowadays is growing significantly.
A typical CRM system includes market segmentation and analysis, customer service and customer building, effective complaint resolution, order processing and field service. CRM system or APS provide a variety of useful operational data to managers, including the average time spent responding to customer questions, comments and concerns, services bought by the customer and others. Related to the article, many CRM APS and software nowadays are up-to-date with the best functions and features that needed by the user either the marketer, anger or the company itself.
For example, a free CRM app on internet named Unsightly comes with a few features that attract users to use them as their tools in developing relationship with their customer such as their mobile APS that allow users to manage use the system from their devices (Smartened, pad, Tablet PC etc. ), features of tags that allow users tag, differentiate or categorized any post or news according to their classes or importance and automatic address book that enable users to have up to date contact of their customer based on their email. 4. 0 Personal views and comment about the article
Personally, in my view the invention of CRM APS and system has made a good transformation in helping many small and big companies in retaining their relationship with customer in order to improve their quality services. Although CRM APS is consider new to a growing country like Malaysia, I believe that the uses of CRM APS and system will keep on increasing and will be improving day by day because of the high demand for quality services. However, many small businesses cannot afford having software or system that provide full features that will enable them to manage their business well.
