Customer Relationship Management
can you better serve your customers? That's the core of customer
relationship management, and involves providing information to customers
about their orders, their products, or their materials.
Often a business will organize its management, sales, marketing,
and service staff and even involve customers directly in order to
provide excellent customer service. RFID-derived information can
be used to access information about products at any stage of production,
match customer needs with product plans and offerings, remind customers
of service requirements, help management know what other products
a customer had purchased, and so forth.
RFID-derived data can affect business processes such as sales,
marketing, and service, and can be used to deal more specifically
with the integration of all business functions with each other.
RFID data can give managers the ability to interact with customers
through any channel they choose, providing real-time information
on the progress of production, anticipated delivery, periodic service
or maintenance appointments, and so forth. RFID data can be used
to track and maintain real-time records of customer interactions,
and help provide personalized service on-demand. RFID data can
provide a complete profile of the customer, including all past and
RFID data may be used in any number of technologically-oriented
channels: telephones, the Internet, kiosk terminals, help-desk software,
e-mail and personal data organizers, to name a few. The goal is
to use RFID information to reach customer segments, and develop
customer-centric behavior in a company and link business processes
from customers through suppliers.
RFID data can be used to augment initiatives in sales force automation,
call centers, personalization programs, customer analytics, and
loyalty programs, as well as strengthen business processes along
the entire supply chain.