Customer Relationship Management or CRM is an effective theory which is used by most organizations BPO and call center. The CRM as an essential tool plays an important role in the management and administration of suppliers, partners, customers and stakeholders as effectively as possible parts.

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Customer Relationship Management or CRM is an effective theory which is used by most organizations
BPO and call center. The CRM as an essential tool plays an important role in the management and
administration of suppliers, partners, customers and stakeholders as effectively as possible parts. In this
article, you will find the important features of the CRM to help companies outsourcing business
processes to run.
Customer Relationship Management or CRM is composed of three important features. These three
important features include collaborative CRM, operational CRM, and lastly, the analytical CRM. The first
feature CRM or collaboration is in a straight line to communicate directly with customers without the
inclusion of services or sales representatives.
The second feature or analytical CRM is there to investigate customer data for a wide range of features
and reasons. Furthermore, the operational CRM deals primarily provide comprehensive support to the
main office of marketing, sales and other similar services.
Customer communication is added and recorded in catalog history of customer contact. With the help of
such software, customer database can be easily retrieved for future reference. One of the biggest
advantages for handling and continuing contact history is that customers can easily contact with service
personnel. Without repeating any of the information or previous communication, this kind of software
will help you to carry out various functions of the company.
With a number of important features in place, the CRM software is commonly used in the BPO and call
center companies. These software features are effectively used to support the call center employees.
Direct communication can be carried out effectively through collaborative CRM.
The collaborative CRM includes consumer feedback and reporting issues. Now the customer interaction
can be essentially performed through a variation of the channels. Some of these channels include SMS,
telephone, e- mail and others. The main purpose behind the use of collaborative CRM BPO Company will
be able to reduce business costs and also to improve the services offered.
Analytical CRM finds multiple uses like taking all kinds of management decisions, predicting future
trends, enforcement and planning marketing campaigns, analyze customer behavior and many more.
Operational CRM is another feature that is primarily concerned with the automation of the processes of
the customers and provides appropriate support for such services. With the increasing use of such
features in software companies and BPO call center, it can be rightly said that the CRM is not merely

2. technology. With the increasing use of it, this software is used for a variety of causes to help companies
to operate as accurate as possible.
CRM can be described as an innovation that plays a crucial for the management of target customers
efficiently and effectively role. Senior management officials in any BPO company should always consider
CRM as a complete plan. This is the tool that includes the ability to increase the benefits for any
corresponding business organization.
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