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View as HTML version PSI Journal 7/2016 cifically for the promotional products industry. A CRM software structures work processes and accelerates them. Customer support (existing customers, new customers, regaining former customers) is lifted to a different level of continuity and service. Customer care gaps and market trends are identified even before employees have to become active. This saves time and money. Time that can be put to good use for other activities. Money which ben- Suppliers and distributors often have to handle the problem of warehouse management and third-party business transactions simultaneously. For a software this is actually an absolute contrast. In addition, almost every finishing is a custommade product. This is truly difficult for a standard ERP software. If this also has to be combined with an efficient and effective customer management tool, the matter becomes very complicated. A good CRM system for promotional products increases productivity and profitability and reduces costs. At five workplaces, for example, the monthly cost savings is around 300 euros. A good CRM system is the direct line to the customer and a phone-assist- efits the margins. Fixed overheads which are easier to control. CRM SYSTEM PROVIDES A SOLID FOUNDATION At this level, it can also lead to a real, measurable sales value for trading companies which the promotional products industry has had difficulties to come to terms with for decades. After all, it is now no longer the charm of management alone which ensures consistent operation figures but rath- “A CRM system increases productivity and reduces costs.” Martin Heinemann, CDH Computer Division Heinemann GmbH ed information system for customer acquisition and retention. It includes a schedule management which is specifically geared to acquisition activities and callbacks. In the case of incoming calls, the caller is immediately recognized. That means that all the information appears on the screen: Name and company, customer rating, turnover, references to current campaigns, appointments, to-dos. Professional call handling also means that outstanding invoices are instantly displayed. A good CRM system also provides advantages in terms of return calls and outgoing calls. Firstly, it facilitates callbacks within a company, as appropriate notes can be distributed over the network. Secondly, it er a transparent, perfectly fitted CRM software that emphasizes the unique position as a service provider. From personal relationship management to a quantifiable and qualifiable CRM database: This also makes it difficult for employees wishing to leave a company to switch to a competitive rival almost immediately. A CRM-based sales agency is placed on an “earthquake-proof” foundation in this respect – and no longer in an uncompetitive house of cards. < allows instantaneous outgoing telephone calls because all the relevant information about the party being called are displayed on the monitor. Thanks to these structured processes, working time is reduced to a minimum, and in the advertising media business working time is the most important thing. Once a CRM system includes a headset, the device is complete. CDH Computer Division Heinemann GmbH provides a material management application which is specifically tailored to the promotional product industry. Martin Heinemann was a promotional product distributor and therefore knows the needs of the promotional product industry. < 11

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