Problem Statement
Company Commute (CC) is a medium-sized travel agency that is striving hard to gather more online customers, assist their current clients, and manage their queries on an urgent basis.
Therefore, they seek CRM recommendations to handle these processes and assure customer satisfaction.
Significance
Customer Care is one of the latest organizational processes that have become automated. It has become inevitable for most organizations to ensure that they deliver maximum efficiency to their customers. In a highly globalized and dynamic world, organizations must respond and connect with their customers with high quality and without delays.
Manually, providing 24/7 highly efficient and engaged services to the customers is impossible. Therefore, organizations implement “Customer Resource Management” (CRM) software and strategies to ensure complete customer engagement and satisfaction. Considering the significance of CRM software packages, the respective proposal will briefly analyze and evaluate three major CRM packages that can be deployed by the Company Commute (CC).
Available Options
Salesforce CRM
Salesforce is the cloud-based CRM package that helps in developing efficient and immediate customer relations all across the world. Because of its efficiency, optimization, accessibility and availability, Salesforce has become one of the most popular packages that can be deployed at any level of organization. One of the best aspects of this package is that it is an integrated solution for marketing, sales, and CRM. Furthermore, it becomes more favourable as it is easily customizable depending on the needs and demands of the organizations. The customization helps in achieving better coverage of the targeted audiences.
Other than the stated benefits, the Salesforce CRM is also efficient in the following CRM features:
- Lead management
- Customization and flexibility
- Integrated e-mail and live chat options for CRM purposes
- Global coverage and availability
- Increased productivity
- Market forecasting and predictability
- Cost:
Hubspot CRM
The Hubspot CRM is another popular package that is the idea of small-scale and medium-scale implementation. One of the main strengths of Hubspot is that it is simple and easier to implement. The staff can be easily trained to use Hubspot, and the package can be easily integrated with the current system. Hubspot can support all of the basic CRM manual processes in an automated manner, such as scheduling, taking notes, sending emails, calling, live chatting, tracking deals, and customer history evaluation. With these benefits, Hubspot is a simpler package to implement.
Cost:
Zoho CRM
The package that I would recommend will be Zoho CRM. It is a comparatively simple package with fewer features than the previous two. However, it is ideal for small and medium-scale organizations with financial constraints and budgets. Zoho provides functionalities including email accounts, accounting tools, marketing platforms, integrated services, the market for casting, and easier implementation of the current system.
However, some weaknesses make this package less favourable. One of those weaknesses is that it may duplicate leads and customer records. It has a comparatively weaker database management.
Conclusion
Based on the recommendations presented above, it is proposed that Salesforce CRM is the best option for the company to implement. This is because it will provide all the CRM features in the best possible quality and be easier to handle when the company’s scope grows. Furthermore, it is reliable and highly efficient in processing. Its compatibility with cloud computing is favourable for global coverage as well.
References
Cusumano, M. (2010). Cloud computing and SaaS as new computing platforms. Communications of the ACM, 53(4), 27-29.
Hill, T., Iglehart, H., & Shore, N. (2005). Customer Relationship Management Software. Recuperado a partner de http://www. know. com/piedmont/mba605/projects/crm_doc. pdf.
Krishna, S., Sahay, S., & Walsham, G. (2004). Managing cross-cultural issues in global software outsourcing. Communications of the ACM, 47(4), 62-66.
