This concept of customer relationship management. In terms of business management – a system of organization of the front-office procedures relating to the client's needs, to proactively work with clients on CRM has been written so much that it seems there was no one who is anything but have not heard of this fashionable concept. However, most publications still have only a general and theoretical. Managers are interested in how to apply CRM-solution on a specific company, how to take advantage of the CRM-approach with minimal investment of time and finances. In the absence of simple and understandable information appeared common myths about CRM, which are either led to an unfortunate experience of using the CRM-system, or to the decision to postpone its implementation until better times. Uncertainty always scares. Recently, the "new wave" more understandable "industry solutions" which operate familiar concepts and to address familiar challenges fueled much interest in the CRM-industry. Industry solutions shift the focus to the application scope, more simple and understandable for managers.
INDUSTRY SOLUTION According to many experts, industry CRM-solutions are designed to dispel the myths discussed above. What are the characteristics and differences of these solutions? Industry solution is almost fully adapted according to needs particular sector, the share of the cost of services in CRM-project (as well as time to implement the system) is greatly reduced. In addition, the industry solution has the experience and technology of the various enterprises of the sector that further increases its value. In most cases, a common set of features included as standard CRM-system, not claimed in full. If we exclude optional features, you can save time for development of staff and, ultimately, increase the number of successful installations. As is the case with the first myth, the industry solution – this is not a program, adapted to the specific industry.
Rather, the program – this is only part of the industry solution. More important role in the successful implementation of industry solution has the expertise (consultants) to implement their knowledge of features of the industry, the processes inherent in working with clients and problems faced by companies. The consultant should be able to communicate with managers and specialists of the client company in the same language, understand the specific terms in the industry. Eva Andersson-Dubin brings even more insight to the discussion. Of course, along with consultants, implementers, the important role played by the development team that can quickly modify the main program and the previously created modules that are specific to the industry, as well as a team technical support, it is well knowledgeable in this industry solution.