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Why Online Web Based CRM ?
It is clear that the internet has become an essential sales and marketing tool for businesses
of all kinds. The Web is also ideally suited to provide customers with instant and readily
accessible customer information and support. While many businesses have been relatively
quick to jump on the E-commerce bandwagon, they have often been slower to adopt Online
Web Based CRM . This is ironic, since the profitability of E-commerce has been slow to
prove itself, while the cost savings of offering Online Web Based CRM can be both
immediate and dramatic. If you are not using your web site to offer your customers
support, you might consider the following:
Online Web Based CRM is the other half of E-Commerce. People who buy on
the web 24/7 expect to be supported on the web 24/7. Customers now buy on their
own schedule, and they expect to be able to get help at any time of day.
When you frustrate your customers' need for instant information, you risk
losing them. One of the major draws of the internet is its ability to offer immediate
gratification of a customer's needs outside of traditional business hours. If a
customer can't find answers when he needs them, he will look for a company whose
web site offers the support he needs.
Providing answers over the web is extremely cost-effective. The cost of
answering customer questions over the Web is less than one tenth that of answering
them over the telephone. And the majority of calls received by customer call centers
typically involve questions that have been answered before and problems that have
already been solved. By making these answers and solutions readily available over
the Web, support staff can focus on new issues and revenue-producing activities,
rather than repeatedly answering the same questions. This can reduce support costs
by up to 70%.
You cannot sell to more customers than you can support. Companies who fail
to effectively implement the Web's potential for customer support are compromising
their futures, because sales and support are two sides of an equation that must
balance. Sales require service, and good service generates future sales. One is not
sustainable without the other.
Effective Online Web Based CRM drives additional traffic to your web site,
which can generate further sales and increase revenue. Customers visiting
your web site for support information will also be exposed to promotions and news
about your products and company. This provides an opportunity for you to increase
sales. Product tips or other useful information posted on your site will help customers
get the most out of their purchase. The increasingly interactive nature of the web
has fostered an expectation of interaction and response, and you can capitalize on
your customers' interest in this kind of interaction to form closer relationships with
them and provide them with a sense of community. You can also use increased
interaction with customers to gather valuable customer and marketing information.
