Digital customer relationship management is the use of Internet communications channels and technologies to enhance customer relationship management (CRM) and customer experience management (CEM) initiatives.
An important goal of digital CRM is not only to provide an organization with a clear picture of each customer’s habits and preferences, but also to make personalization and automated messaging easier. The term digital CRM is often associated with the Internet of Things, a scenario in which computer processors capable of sending and receiving data are embedded in everyday objects.
In an interview with Insights Success, Hema Chawla – MCA shares some valuable information about the dynamics of DigitalCRM. Following are some excerpts from the interview:
Describe about your company in detail.
DigitalCRM.com is a software development company based in Delhi and has been providing custom CRM software and web development solutions to clients based across the world. Over the past 10 years we have completed over 1000+ web development projects successfully.
Brief us about the featured person and shed some light on his/her professional tenure.
Hema Chawla – MCA, has over 8 years of experience in web development. She is an expert in developing websites and integrating data from various back-end services and databases.
What made you venture into the CRM Space?
CRM is the most important component amongst enterprise applications. CRM enables long lasting business relationships with customers as a they are given individual attention. CRM applications go a long way in giving customer a unique personal approach that enhances customer retention and loyalty. So, it is a must to implement a CRM system for all companies.
What kind of offerings do you provide to your clients?
The features and functionalities of CRM solutions vary from a simple database application to advanced full house applications that integrate the inventory, sales, marketing and other departments in the organization.
What kind of challenges have you faced while entering the CRM sector?
The kind of CRM software relevant to each business establishment can accurately be judged before starting the project. After carefully reviewing the features and functionalities of company. Defining the business strategy is essential to successful CRM software implementation.
Where do you envision your company to be in the long run and what are your future goals? How do you plan to embrace the changes happening in your industry?
As most industries pivot towards a digital future, the use of CRM is on the rise. We plan to add more features in the CRM Software that will enable better customer interaction with the company.
What is the current industrial scenario of the Indian CRM space?
Indian CRM space is now shifted to SaaS i.e., software as a service business model. SaaS CRM is the customer relationship management application that can be accessed through web. A SaaS CRM solution does not require any additional software to be installed at client end to access the application.
