The disciplines of a CRM are four basic ones: a) Technology qualified for sales b) Service and support to client c) Analysis of marketing and d) standard electronic Commerce. We would have to begin a project of CRM with all the disciplines, catching, fidelizando and making profitable to the clients by means of an individualized handling. But that is not a process that is made overnight; it requires of time. It is necessary to begin by something, that redite the investment and is attractive to the financial direction. For that reason in the majority of contact centers that we have had the privilege to mount, we have initiated by the first discipline, doing telemercadeo of entrance and exit for specific functions of sales. Handling of the relations with the new clients, especially the capture of information requests, taking the process until the closing or negotiation. Simultaneously we do out bound or called of exit to promote and to catch new clients or for the pursuit of the best prospectuses generated by the publicity. The good handling of the information, the level on watch and the multiple tools of negotiation and handling of the transaction, cause that excellent results are obtained, that justify the contact investment in center.
In this way in the pocket we go little by little implementing the other disciplines, continuing with the service and has supported to clients. Although each contact and each applied strategy of relational marketing, represent a cost by the value of the call, operator, soft, etc., the compensation arrives immediately through increase in the sales, the diminution or optimization of rule advertising and the improvement of the quality of attention. In summary, a Contact Center is the best opportunity to create a dialogue with the clients, to listen to them, to respond its restlessness, to satisfy them, to collect valuable information envelope they, to construct close relationships of long term, to generate loyalty and obvious to obtain a greater number of sales.