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  • TechnoLogica - Headquarter
  • 46, Chervena stena Str.
  • 1421 Sofia, Bulgaria
  • phone: (+359 2) 91 91 2
  • fax: (+359 2) 963 16 10
  • office@technologica.com
  • TechnoLogica - Research & Development
  • 3, Sofiysko pole Str
  • 1756 Sofia, Bulgaria
  • phone: (+359 2) 91 91 2
  • fax: (+359 2) 876 92 15
  • office@technologica.com
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  • TechnoLogica - Burgas
  • 52, Probuda Str., fl.1
  • 8000 Burgas, Bulgaria
  • phone: (+359 2) 91 91 2/ int. 455
  • burgas@technologica.com
  • TechnoLogica - Plovdiv
  • 4, Bogomil Str.
  • 4000 Plovdiv, Bulgaria
  • phone: (+359 32) 66 40 38
  • fax: (+359 32) 26 71 91
  • plovdiv@technologica.com

  • TechnoLogica - Macedonia
  • b.c. Paloma Bjanka, fl.3
  • 1000 Skopje
  • phone: (+389 2) 32 32 381
  • fax: (+389 2) 32 32 381
  • skopje@technologica.com
  • TechnoLogica – Belgrade
  • Vladimira Popovića 6-8, A309
  • 11070 Belgrade, Serbia
  • phone: (+381 11) 40 00 420
  • fax: (+381 11) 40 00 421
  • beograd@technologica.com
  • www.tehnologika.rs

Contacts
Language: EN
Other Sites

General information about CRM

Customer Relationship Management is a combination of business strategy and operational activities to find, attract, retain and nurture high-value customers through effective and efficient management of the interaction with them throughout their life cycle.

In today's world of demanding and well informed customers, the management of the data about the relationship with them is almost impossible without the use of a suitable software system for customer relationship management (CRM). An advanced CRM system usually contains a combination of the following functional modules:
  • Management of data on individuals and organizations;
  • Marketing management;
  • Sales management;
  • Customer service and support management;
  • Reporting and analytical tools.

Depending on the product, each module may include a set of specialized functions (standard or further developed by the vendor) so as to fully satisfy the needs and requirements of a specific customer.

There are both general purpose CRM systems and specialized solutions for various vertical markets (financial institutions, retail sales, sale of medical products, government administration, telecommunications companies, etc.).

Regardless of the type of application, the implementation of a CRM system usually requires integration with the information and communication infrastructure of the organization, meaning the already existing software systems, such as ERP, Billing, Helpdesk, etc. Such an integration provides for the automatic exchange of data between the participating systems, which significantly increases the efficiency of employees and reduces human error.




The key features of a Customer Relationship Management system include:
  • complete view of customers - the collection of all information in one place helps create strategic knowledge of the customer;
  • rich built-in functionality and user-defined options;
  • included functionality for the management of Marketing, Sales and Customer Service;
  • maintenance of a common calendar for events related to all employees, equipment and teams;
  • easy customization to the requirements of each client;
  • use of integrated best business practices, developed by leading software manufacturers;
  • flexible and easy to use tools, with which the system users may generate reports and analyzes;
  • interfaces for integration with other systems;
  • a well implemented CRM system provides a good balance between rich functionality and price.

The CRM application is a tool that can do wonders in the hands of professionals. Implementing such a solution in itself is not a panacea, and if the organization has no established understanding and practice that managing customer relationships is vital then all efforts to profit from the use of CRM will be futile.

For the organization the key benefits of implementing a CRM solution are both in operational performance and the strategic management of activities and people:
  • provides tools for organized professional communication with customers, so that occasional customers can be converted to permanent customers and then to loyal customers;
  • significantly increases the opportunities for additional sales and cross sales;
  • optimizes the processing of customer service requests;
  • provides objective control over the work efficiency of the Marketing, Sales and Customer Service departments;
  • provides data for the analysis of possible further improvements.

More Information


Contacts:

Pavel Tsvetanski
Consultant
CRM

phone: +359 2 91 91 2 int.543 
е-mail: crm@technologica.com

1756, Sofia
3, Sofiysko pole Str.


Kristian Kunev

Consultant
CRM

phone: +359 2 91 91 2 int.484 
е-mail: crm@technologica.com

1756, Sofia
3, Sofiysko pole Str. 


Links:

Siebel CRM Site

Microsoft Dynamics CRM Site


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