Collaborative Customer Relationship Management is an innovative concept to maintain trust and enhance conducive associations with customer. This is done by comprehending information collected through several channels of communication with the customer, by different departments of the organization.

The entire ideology propels with the final aim of using collaborative information to improvise client satisfaction ensuring long term engagement.

Classifications of Collaborative CRM

Collaborative CRM is an extension of an already implemented CRM. The concept of collaboration is extended to different categories of CRM to fetch a combination of information and extend relationship strengthening practices across diverse channels.

• Communicative CRM
• Operational CRM
• Analytical CRM
• Social CRM
• Mobile CRM

The development of the CRM model today goes in a direction where collaborative and communicative data takes higher priority than only analytical data.

Collaborative Efforts for Lead Management

Apt communication between Marketing and Sales departments using a new age management system will result in a higher rate of lead conversion, assuring a larger number of customers for the organization.

Collaborative management products empowered by new generation technology streamline the sales workflow, helping the stakeholders to get updates about the orders, sales and sales performances. This data provides insight to take corrective actions for strategizing Sales and Forecasting.

To ensure better Lead Management

• Understand and project the correct scenario in early stages of Sales Management using a collaborative Lead Management program
• Create connectivity among all the existing customers and the probable customers with the stakeholders of the collaborative CRM
• Training of Salesforce can be integrated into the CRM itself with intelligent classification based on capabilities and skills

Collaborative Customer Engagement

A well-defined collaborative customer engagement helps the company to improvise the customer relationships tremendously. A combined effort of collecting latest of customer related information from the various sources of information like Social CRM, Mobile CRM and so on give out prudent analytical reports and predictions. Behavioral patterns are helpful in delivering tailored experiences using various channels.

Tips given out to customers with an aim to strengthen customer confidence should be based on the customer specific analytics derived from various sources. These suggestions would generally be related to different segments of market on the basis of their preferences.

With contact managements, the businesses can improve their customer relationships by getting personal details of the customer. This way, enterprises can classify the more important contacts and get information by combining internal and external customer data. Collaboration with partners can yield further useful information. On the other hand, CRM can manage and share account based activities and information with the team members and get quick information about the customers and provide handy tips to the workforce to maintain the relationship.

Enterprises thus create and deliver proper business propaganda for each customer and increase the sales. This type of integration can be done by using various groupware such as Gmail and others throughout the process.

Mobility for Collaborative CRM

Collaborative way of life gets an impetus from modern day technology like Mobility.\

Enterprises improve their efficiency by giving access of all the important information to their various teams, especially the Sales and Marketing team that are always on the go. The teams can use their own devices to access, create and modify various status related to the customers.

Mobility increases efficiency in Lead to Sales & Invoicing cycles and also helps in maintaining easy transparency with the customer. The sale cycles become shorter, increasing customer confidence. Mobility fosters quick and easy interactions with the customers.

Collaboration for Sales Management

For a better sales management firms can improvise the rate using various sales collaboration models. A collaborative Sales team generates the best sales proposals by teaming up with all the stakeholders. This approach can be used to share Market Analysis results to work collectively and examine the best opportunity for better and regular sales. Market specific predictions, Customer specific predictions are derived and shared with the Marketing team to make use of those intelligently. Collaboration helps to share to the minute sales related information with the customer encouraging them to associate more.

Partner Collaboration

The Enterprises must harbor a faithful group of stakeholders right from partners to customers. Partners contribute effectively by sharing relevant information related to the customers. A successful collaborative CRM raises the profits of the organization by incorporating a practical partner channel management program.

Advantages of a Collaborative CRM

A collaborative CRM creates an interactional channel for customers. The online collaboration system curtails costs of maintaining relations in a traditional method. Customer interactions helps the Enterprises derive customer preferences and personal details to strengthen the relationship and to increase satisfaction.

On a Parting Note

Renaissance, the diverse, scalable and single CRM solution from SPEC INDIA marks its presence in different business domains; enhancing the quality of work put in by the work force at all levels, right from the field staff to the core management. The insights provided by this solution to better the customer experience drives its own success.

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