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Customer Relationship Management
CRM initiatives often fail because most of the implementations are limited to software installation without providing the appropriate motivations for employees to learn, provide input, and take full advantage of the IT system deployed.
Oracle's PeopleSoft Customer Relationship Management (CRM) delivers "CRM for You"—solutions that have been tailored to fit your industry business processes, your customer strategies, and your success criteria.The result is; less configuration, less customization, and less integration.
A successful strategy requires a holistic approach
From the outside, customers interacting with a company perceive the business as a single entity, despite often interacting with a variety of employees in different roles and departments. CRM should be a solution providing for combination of policies, processes and strategies implemented by a company that satisfies customer interaction needs and provides a mechanism for utilizing customer information.
Fits your industry and business processes
  Deploy a solution that delivers built-in best practices specific to your industry, the most flexible customer data model on the market today, and a highly configurable, tightly integrated platform, ensuring that solutions will be fast to implement.
Fits your customer strategies and imperatives
  Plan and execute differentiated customer strategies and take intelligent action across all of your channels. Gain visibility into customer performance and plan precise strategies that grow value.
Fits your timeline, budget, and user expectations
  Leverage unparalleled usability and performance to reduce your total cost of ownership and increase operational efficiency. PeopleSoft CRM has set the bar for delivering a better customer experience:
Operational CRM provides support to front office business processes, including sales, marketing and service. Each interaction with a customer is generally added to a customer's contact history, and staff can retrieve information on customers from the database when necessary. Variety of purposes:
Managing Campaigns
Enterprise Marketing Automation
Sales Force Automation
Analytical CRM analyzes customer data for a variety of purposes:
Design and execution of targeted marketing campaigns to optimize marketing effectiveness
Design and execution of specific customer campaigns, including customer acquisition, cross-selling, up-selling, retention
Analysis of customer behavior to aid product and service decision making (e.g. pricing, new product development etc.)
Management decisions, e.g. financial forecasting and customer profitability analysis
Prediction of the probability of customer defection (churn analysis)
Campaign Management is used when you need to create personalized offers when it is prohibitively expensive to personally contact each client. Campaign management software functions include:
Choosing campaign recipients from the client base according to selected criteria
Development of a campaign offer (this is often done "out-of-the-system" and is not automated)
Assigning specific campaign offers to selected recipients
Automatically sending offers to the selected clients via selected channels (either directly, via channels such as e-mail, or indirectly, by creating lists for use in channels such as direct mail)
Gathering, storing, and analyzing campaign results (including tracking responses and analyzing propensities)
Sales Force Automation (SFA) is a type of Operational CRM that is designed to automate sales-force-related activities, such as lead tracking. Software products perform such tasks as:
Keeping lists of leads
Assigning list segments to salespeople
Allowing list contacts to be called or e-mailed
Tracking responses
Generating reports
Creating leads for the team
Sales Intelligence CRM is very similar to Analytical CRM, but it is intended as a more direct sales tool. Features include the delivery of "alerts" to sales people to identify:
Cross-sell/Up-sell/Switch-sell opportunities
Customer Drift
Sales performance
Customer trends
Customer margins
Collaborative CRM functions to coordinate the multi-channel service and support given to the customer by providing the infrastructure for responsive and effective support to customer issues, questions, complaints, etc.
Collaborative CRM aims to get various departments within a business, such as:
technical support
to share the useful information that they collect from interactions with customers.
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