Wednesday, December 2, 2020
Home CRM Unknown Facts About Contact Management In CRM

Unknown Facts About Contact Management In CRM

Unknown Facts About Contact Management In CRM

 

OBJECTIVES OF THIS ARTICLE

At the end of this article, readers should be able to:

  •  Define Contact management.
  • Discover the reasons why contact management is being equated to CRM
  • Identify the limitations of Contact management.
  • Identify how contact management can help organizations to serve their customers better.

 

Definition

Contact management is one functionality or application that is often confused for CRM. Many applications that complement CRM such as Goldmine, ACT! Are often confused as CRM; some have even confused Contact management with limited CRM functionality.

 

Contact management is a component of CRM but it is very different from CRM as the application called contact manager cannot be customized and has a limited capability for sales. It also has limited Data Synchronization, lack of integration with legacy system. Contact management is also not scalable.

Unknown Facts About Contact Management In CRM

The goal that contact management sets to achieve is to provide views that are only limited to the contact history of your customers. It does not include the record of your past transactions with your customers. One immeasurable benefit of contact management is the ability to track complete contact information including name, company, phone numbers, address, website, email address and much more.

 

At times contact management can be used as a storage management for keeping records of important conversions, commitment and meeting notes that the organization have with their customers.

 

There are many ways that contact management solution can improve sales efficiency and customer service. One of such that it will enable access to all relevant customer data across the enterprise to facilitate informed customer services and sales. Contact management allows the organization to share unified information about the customers as the front offices and back offices. This allows them to have access to customer information without delay.

 

READ THIS  Unknown Facts About Workflow Management In CRM
READ THIS  Unknown Facts About Business Intelligence In CRM

It helps in designing and implementing new contact or commerce channels such as websites, portals, WAP and integrating them with the customer database. Contact management will help the organization to open up channels through which management will help the organization. It will also serve as a repository for other channels that the customers are using to interact with the organization.

 

Contact management allow organizations to design and implement call centres with integrated access to the customer database. The call centres attend and resolve customer issues. One unique feature of the call centre in CCE is that they always resolve customer issues completely. A well-trained staff in a CCE will not go “to sleep” without resolving customer issues completely.

 

Contact management software can be used to find more details about your customers. It could help you to manage information such as their names, phone number and customer interaction history across multiple channels. Contact management can also be used as calendar management as it can be used to manage schedules and can act as E-mail clients.

 

Contact management can bring about Return on Investment if it is designed to support customer selection, acquisition and retention processes, interfaces with central customer Database and delivers all relevant information to each contact channel. It will help the organization to know the relationship that their customer keeps, their likes and dislikes and use the pools of resources of the organization in meeting their customers at the right place with the right products and services.

 

SUMMARY

From this chapter, we have been able to discover:

  • Contact management is different from CRM as it cannot be customized and has fewer sales processes.
  • Contact management only has history records, but it does not have information about the transaction with the customers.
  • Contact management can be used to track contact information such as name, phone number and interaction history across multiple channels.

 

READ THIS  Unknown Facts About Customer Relationship And Technology
READ THIS  Unknown Relationship Between E-CRM And Automation

Brainstorming Session

  1. Define Contact Management?
  2. What are some of its features?
  3. Is it relevant to a good CRM?
  4. As the overall Manager in charge of sim registration in GLO Nigeria, how can you turn information gathered from the just concluded mandatory sim registration into a pot of soup for your organisation?

 

 

Now your take on this article…

I know you might agree with some of the points that I have raised in this article. You might not agree with some of the issues raised. Let me know your views about the topic discussed. We will appreciate it if you can drop your comment. Thanks in anticipation.

Become Part Of our Fan Base on Facebook. Click Here.

Follow Us on Twitter. Click Here.

Download Our App. Click Here
Many Crypto. One place. Use Roqqu

 

 

 

 

 

 

 

 

Adeniyi Salauhttps://cehnigeria.com
I am an IT entusiast and a man of many parts. I am a Certified Digital Marketer, Project Manager and a Real Estate Consultant. I love writing because that what keeps me going. I am running this blog to share what I know with others.

LEAVE A REPLY

Please enter your comment!
Please enter your name here

CommentLuv badge

Most Popular

5 Steps to Deploy a Successful Content Marketing Strategy

A customer-centric content marketing strategy delivers qualitative content to meet the needs of consumers who educate themselves before buying and who agree to receive...

Differences Between Website Optimization And SEO

Differences Between Website Optimization And SEO       Website optimization: deals more with the user experience and making the website easier to use. Examples include website layout,...

The ULTIMATE On-Page SEO Plugin for WordPress

The ULTIMATE On-Page SEO Plugin for WordPress     When you do, you’ll receive over $500 worth of premium WordPress themes (with updates!), plus a whole lot...

How to Create Quality Content with the Help of E-A-T and YMYL

In today’s market, products and services of a company are given the same level of importance as their content. As tech-savvy as the consumers...