Nowadays, with the advent of computers, the face of business methods has changed altogether. A global market has opened for businesses to operate in. To gain advantage of this market and prevent being swallowed by competitors, businesses need to be innovative and stay with the times.
To get an edge over competitors, web based programs are a necessary tool of CRM. Web based tools allow the companies to interact with their customers in a way that is speedier and cost efficient and requires less man hours as compared to the traditional style of CRM. However, most companies now have online CRM processes available so it makes it more difficult to gain a competitive edge just by starting a website. Companies need to offer as many features as they can online, have direct and real-time interaction with the customers (as with DHL) and construct a website that is lively, interesting and very easy to use for the customer.
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