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How CRM Can Build and Maintain Customer Loyalty by Carmen Fontana
Is your business��s shop floor taking full advantage of a customer relationship management (CRM) system? If not,[link widoczny dla zalogowanych], you might not only be failing to earn your clients�� loyalty, you might also outright be losing them. CIS Magazine found this topic so important that it recently ran a feature article titled ��Top Ten Tips to Build and Keep Customer Loyalty with CRM. ��
Before delving into some of those strategies, let��s get a better picture of CRM. Short for customer relationship management, CRM is an enterprise resource planning (ERP) module that is a key element to factory floor efficiency. A ��company-wide computer software system�� ERP is ��used to manage and coordinate all the resources, information,[link widoczny dla zalogowanych], and functions of a business from shared data stores, �� explains Wikipedia.
Shop floor managers can get the most out of ERP (and CRM) with a real-time data collection system that utilizes touch screen capabilities. That��s because such a scheduling system visually improves the sequencing of production (and raw materials) through a PC-based system that is completely interfaced with most ERP and MRP systems.
Now that you know what ERP and CRM are, let��s get back to their customer loyalty advantages according to the experts at CIS Magazine.
1. ��One experience does not fit all. �� C Software switches inside a real-time data collection system allow shop floor managers to configure the product to match the way they do business.
2. ��Don��t wait, anticipate. �� C A solid factory floor management system enables managers to touch, monitor and adapt every one of their specific shop processes for real-time improvement that delivers greater profitability.
3. ��Strive for ��first experience�� resolution. �� C A high-quality management system helps factory floor managers discover and resolve problems faster. Reminders appear to inform of special instructions. Shift-to-shift information is contained on screen. An easy-to-use email system distributes messages to specific areas or persons. Automatic notification of a floor problem is displayed so action can be taken immediately.
4. ��Respond fact to critical interactions. �� C A shop floor management system allows businesses to compete on speed. While traditional planning systems are accounting based �C meaning they measure cost, but do nothing to improve performance and increase production speed �C a real-time management system is based on the actual "activity" of the floor. It modifies and adjusts work in progress based on actual "real world" production events,[link widoczny dla zalogowanych], with the goal of improved performance.
5. ��Increase access to real-time information. �� C A shop floor management system delivers real-time, continuous improvement for greater profitability and faster delivery to customers. By blending planning technology with new, factory floor activity technology,[link widoczny dla zalogowanych], such a system affords employees the opportunity to use touch screen computers right where they need them �C on the factory floor. As a result, they can enter and retrieve data on the spot, providing their clients with new instantaneous updates. They simply touch-in current job data in a real-time environment that improves accuracy and provides a faster time to discovery of problems.
To get the competitive edge that keeps you in touch with your factory floor �C and that builds customer loyalty and retention �C look for a reputable enterprise resource planning (ERP) system that implements a solid customer relationship management (CRM) module.
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