WHAT IS XRM?
Companies which use CRM aim to manage customer relations. System only allows this management on basic records on the basis of customer, activity, appointment and offer. But the sector in which the company is established requires management of special relations of work or workflow exclusive to the company. XRM provides solutions on this matter. With XRM, you can not only manage customer relations, but you can also manage all relations within a company effectively.
Using XRM instead of CRM is because while CRM is only about customer management (C stands for the word “Customer”), XRM allows extended relations management. (X stands for the words “Extended” or “Any”)
You can see the main differences between CRM and XRM systems on the table below
|Description||C: Sales, services and marketing activities management which focuses on customer data||X: Management of all units within a company using all data of company effectively|
|Used by whom?||Sales, Marketing and Service Departments||All departments within the company|
|What it manages||Customer Relations||All Relations|
|What it tracks||Activities and tasks etc. of customers||All activities of all records (X)|
|What it provides||Customer Oriented Analysis (C)||Analysis of customer and other relations (X)|
When we take the competitive business environment of today into account, customer relations manager seems insufficient.
Companies which use CRM need to adapt their workflow to CRM structure and CRM projects often fail for many companies. When compared to CRM, XRM includes customer relations, marketing, service and sales departments and all other departments within a company.
After active use, the reports XRM is going to create will not only belong to those three departments, but they belong to all company, thus they are more efficient.
Please contact us for detailed information on XRM to see how we may help you.