Customer Relationship Management (CRM) at Samsung company

Customer Relationship Management (CRM) is a way of using technology to give serve to customer. Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service



Many benefit of CRM are :

· Improve customer satisfaction

· Share customer information more easily

· Increase sales by up selling and cross selling other products

· Identify most profitable and unprofitable customers

There are many pieces of software available that offer customer relationship management features, but in reality, CRM goes beyond software implementation. It's a business strategy that often involves using multiple pieces of software, as well as implementing policies that promote (1) the collection of customer information, and (2) the use of that information by individuals throughout the company in order to maximize customer service and increase sales.

The customer relationship management system is an enterprise system, which means that it spans multiple departments. Virtually all departments within a corporation have at least some indirect access to customers, or customer information; the goal of CRM is to collect that information in a central repository, analyze it, and make it available to all departments. For example, a company's call center may have a "screen pop," a small application that is connected to the phone system. This application, which is a type of CRM, automatically senses who is calling, and by the time the agent answers the phone, produces a screen on the computer that lists important information about the caller, such as what they have purchased in the past, what they are likely to buy in the future, and what products the company may have available that would go well with what the customer has already bought. This "screen pop" is made up of several bits of information from different databases; it may draw on information from the accounting department to show the agent what their current balance may be; it may draw on information from the sales department to show what has been purchased recently, and it may draw on information from the credit department to show the agent what terms can be offered.

Because a customer relationship management system is so complex, often involving multiple silos of information and multiple pieces of software, all tied together in a single interface, it's often hard to set up. Some larger companies use an integrator to put the CRM system together. Because of the complexity of CRM, smaller companies often see it as too expensive. However, even the smallest company can implement a CRM strategy. While a Fortune 500 company may spend hundreds of thousands of dollars annually on customer relationship management, a small one-man shop may even handle CRM with a box of index cards and a ball point pen. Midsize companies may use simple, off-the-shelf software such as contact managers and spreadsheets, and still have a very effective CRM system that can help them to serve customers in the best possible way, and to make the most advantageous use of information that has been collected.

One of example company that use CRM is “samsung”. Samsung is a market leader in Consumer Electronics and Cell Phones. For more than 70 years, Samsung has been at the forefront of innovation. Our discoveries, inventions and breakthrough products have helped shape the history of the digital revolution.

To cut the time in the supply chain, SAMSUNG Electronics stringing 4 processes, namely the process of customer management, process R & D management, and supply chain management processes. The process that will connect the R & D, production, marketing and customers. Also, to answer the needs of IT infrastructure in order to speed up 4 processes, They use the ERP system (Enterprise Resource Planning - Resources Action Plan) on the branches throughout the country and abroad.
SAMSUNG Electronics will combine and make the system network SCM (Supply Chain Management-Procurement Interwoven Management), PDM (Product Data Management) and CRM (Customer Relationship Management) and develop management information systems appropriate world time.

One way of Samsung to run CRM is with use facebook. Samsung use facebook and create their self part in facebook to their activities especially sales, marketing and to give serve of customer. Samsung can promote their product using facebook. We know that facebook is one of succes social media with more than 2 millions follower in wolrd.

Samsung can promote their product using facebook. Can publish about new product to much people, with writing at the wall or etc. Example is when Samsung promote Nexus as a new product, they write in wall : Nexus S is here! Samsung has announced the release of the first smartphone to feature the new Google Android 2.3 OS. Nexus S will be available in the U.S. and U.K. later this month. Check out the details here: http://bit.ly/eteCXQ

Beside Samsung can give serve to customer. It is trough wall of facebook or through the board discussion. Samsung use facebook to as a place to talk about Samsung Mobile and all things mobile. Samsung hear abou suggest from customer, hear abou the advice, or about the complain from the customer. Then they respons it. It is one of act, that they care to customer. They love passionate conversation, but let's keep it clean and fun. They reserve the right to remove content we deem abusive, offensive, or off-topic and will block users from this page if repeated inappropriate behavior is observed. One more thing. If we need assistance with your Samsung product, the fastest and most effective way to reach it is at www.samsung.com/support. As we known Samsung Hava a filosofi is devote human resources and technology to create products and exceptional service, thereby contributing to a better global society.

SAMSUNG Electronics provide unique solutions to meet customer needs. For this, Samsung will expand marketing programs based on CRM (Customer Relationship Management - Customer Relationship Management) at the world level that can be applied to all products. Samsung also will develop a digital network by improving the compatibility between products with the best solutions to serve our customers. SAMSUNG Electronics place and will continue to place our consumers' needs as the main thing driving the market for a company who can be trusted.