hp's Customer Relationship Management On Facebook

Customer Relationship Management On Facebook

Customer relationship management (CRM) is a widely-implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the company already has, entice former clients back into the fold, and reduce the costs of marketing and client service.Customer relationship management describes a company-wide business strategy including customer-interface departments as well as other departments.

One of the leading companies in the world who use CRM is the hp Company.The hp company run CRM on facebook. On the Facebook there are news (ex:new product,IT), tools and tips and all of people can join conversation on it,its mean that people can comment, critism or ask something about hp in the Hp’s facebook. 175,503 people like this. they also have the hp blog innovation, video, youtube, etc. We can see in the they statement, that contens:

YOUR HP COUNTRY ON FACEBOOK

HP FACEBOOK TERMS AND CONDITIONS

“ Welcome to hp Facebook page. We invite your questions and commentary, including criticism. All we ask is that by using or accessing hp Facebook page and offerings, you agree to comply with Facebook's Terms and Conditions.

We believe in inclusion; however, we will delete any content that violates these terms or is contrary to our company’s forum policies. We believe in kindness and providing a friendly space for our fans and customers – any personal attacks, vulgarity, racism, spamming, excessive posting and link baiting will not be tolerated and will be deleted immediately. If unfriendly behavior continues, we reserve the right to block you from posting on this page.

If you’re an hp customer – thank you for your business. If you experience a product issue that requires support, please visit our Consumer Support Forum for the fastest path to resolution or visit the SUPPORT TAB for additional resources”.

In fact, hp company has seen that CRM actually represents an enterprise business strategy that involves focusing knowledge, business processes and organizational structures around customers and prospect for the whole organization. Surrounding this business strategy is an information technology infrastructure consisting of data warehouses, decision engines and integrated middleware for touchpoints/channels in order to better understand customer behaviour and respond in a timely and relevant manner.Therefore, today industries have to maintain consumer’s interests by providing them with innovative, clever and convenient ways of doing business.

Hp’s principles for building strong customer relationships

To strengthen, and retain strong customer relationships in the era of electronic delivery channels?

1. By knowing more about the customer value and anticipating relationship needs better than when the customer was involved in a high-touch relationship.

2. Consolidate and make available all customer interaction information from all channels/touchpoints

3. Develop a customer centric infrastructure that can consistently support the customized treatment of each customer

4. Assign dedicated people, process and technology resources to achieve profitable results

For over 30 years, HP has been successfully designing and delivering to clients around the world CRM solutions ranging from customer-facing operations management, contact center technology management, and global fulfillment and logistics. Their solutions are based on this comprehensive suite of offerings:

Contact Center Outsourcing Services provides the management and operation of onshore, nearshore and offshore contact centers handling inbound and outbound high value and complex interactions with customers.

CRM Managed Services , hosted and managed contact center infrastructure service that enables clients to virtualize their telephony and contact center technologies and springboard off end-of-life and disparate systems environments to a state of the art, world class, stable and secure platform.

Consumer Direct Services provides an end-to-end consumer direct solution that facilitates the flow of information from order to delivery.

Software Publishing Services offers a complete business processing solution for logistics of software publishing and distribution, with 30 years of experience in delivering full product lifecycle management services, HP offers the most state-of-the-art solutions in the software publishing industry today.

Warranty Services provides a comprehensive, Web-based solution for reliable, real-time warranty claims management, services include claim processing, extended warranty management, parts order and tracking, service effectiveness reporting, swap stock management, and RMA creation and tracking.