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Brillio Technologies

The new rules of CRM and the “How” of making it real

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This whitepaper explains the evolution of CRM into CERM – a Customer Engagement and Relationship Management system and importantly, what businesses today need to keep in mind before embarking on the implementation journey. https://www.brillio.com/thought_...

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Dipali Kumari
The new rules of Customer Relationship Management (CRM) reflect the changing landscape of customer expectations and the advancements in technology. To make CRM real and effective, businesses should consider the following key principles: Customer-Centric Approach: The focus of CRM (https://www.corefactors.in/)should be on delivering exceptional customer experiences. It requires understanding customer needs, preferences, and behaviors to personalize interactions and provide relevant solutions. Omnichannel Engagement: Customers interact with businesses through various channels, including websites, social media, mobile apps, and in-person interactions. CRM systems should enable seamless integration across these channels, allowing for consistent and personalized experiences throughout the customer journey. Data-Driven Insights: CRM relies on data to gain insights into customer behavior and preferences. Leveraging customer data, such as purchase history, preferences, and communication history, helps businesses tailor their offerings, personalize interactions, and make informed decisions. Automation and AI: Automation and Artificial Intelligence (AI) play a crucial role in CRM by streamlining processes, reducing manual tasks, and providing intelligent recommendations. Chatbots, predictive analytics,