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The evolution of the companies' strategies has seen a substantial and evident change, in the determination of the critical aspects of the market where we operate. This has, inevitably moved the reflectors, from a scenery, typically 'product-oriented', in which the peculiarities of the product itself is exalted, to one of the 'customer-oriented' type, in which this subject becomes the real target of reference.
This vision reflects itself, consequently, to all companies' levels, from marketing activities, to the productive ones. Every sector is oriented to satisfying client's exigency. And it is, in this optics, where the strategies become susceptible even to parameters, external to the companies, that the concept of Customer Relationship Management (CRM) is born. This new sector has the engagement of organizing innovative services for the client, obtaining important information, in response. Examples are the call-center and the trust papers, of which, for the company, the value is measured by the capacity to obtain data otherwise untraceable. Us, from Concept, have realized numerous projects aimed towards the improvement of these types of information.
The analysis in real time, through simple and intuitive instruments, allowing the responsible party to improve, for instance, the level of acknowledgement of his own clientele, the consequent approval on the services offered, and the eventual areas of improvement. |
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