User Relationship Management (URM)

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URM (User Relationship Management) is a combination of policies, processes, and strategies implemented by a company that unify its customer interaction and provides a mechanism for tracking customer information.

URM is the process of storing information about customers in a database, then using that information to support marketing, sales and other interactions with them. Internetq has designed URM software in order to implement this process.

The information on end users gathered by URM is used for targeted marketing and sales purposes like target-marketing campaigns, conceive business strategies and generating reports. This is done by:

  • Collecting all available information on end users based on sms and WAP applications they have been using or by personalized questions.
  • Profiling individuals (like purchasing habits, opinions and preferences) and creating groups based on criteria and other metrics extracted by the URM (services used, replies to personalized questions, external information, content requests, wap pages visited etc).
  • Creating “custom” and scheduled campaigns in the form of sms, mms or email for selected groups and filter at any time the target list by the criteria chosen.
  • Export statistics and other metrics based either on campaigns or on groups. Formulate specifics about the campaign results and how they can be applied for improvements in sales.

Implementing URM can have an impact across your whole enterprise:

Companies, like ASPs or mobile operators, with a wide range of products or services and a large customer base can use URM software application in order to enhance and expand their business to meet the increased requirements and expectations of their customers.

Marketing Sales Customer
Support
  • customer segmentation
  • campaign planning and execution
  • data extraction
  • analytics and reporting
  • marketing/sales collaboration tools
  • forecasting and sales analytics
  • survey of sales and customer support
  • define problems
  • easy access in sales activities including a history of actions
  • adjustment of rules for automated sales procedures
  • easy and fast access to customer’s information in order to resolve efficiently issues
  • reporting helps defining recurrent issues of customers and determine a flow for their resolution
  • evaluation of customer’s needs

Companies, like ASPs or mobile operators, with a wide range of products or services and a large customer base can use URM software application in order to enhance and expand their business to meet the increased requirements and expectations of their customers.