Write an Article about the role of communication in CRM Strategy

I need a freelancer to write an article about the role of communication in CRM Strategy. The article must have a business style of writing. Supporting examples from day-to-day business activities are highly appreciated. Expect size about 3-5 pages (Letter format) Outline of the Article: Intro: Customer Relationships based on client communication– you can’t market, sell, or support clients without communicating with them. Phone Calls, E-mails, Meetings, SMS along with client data filled byall colleagues in the office, create the perfect irreplaceable 360-Degree Customer View. Article body: Why and how having your communication channels integrated into your CRM increases your productivity and makes your business efforts more effective. Give examples and explore the topic of how each type of communication plays an incredible role in Customer Relationship Management. Type of communications: - Phone Calls: Customers are being automatically identified upon incoming calls and the customer profile automatically displayed on the computer screen. The customer profile in addition to the customer details (names, address, contact information, etc.) includes all communication held with that customer – all incoming and outgoing calls with voice recording(if enabled), all sent and received e-mails, all exchanged documents (contracts, orders, protocols, proposals, etc.), all scheduled meetings and filled in result meeting forms, etc. - If you like to call a Customer just find it’s profile and click on the button next to the phone number you want to dial. Clicking the button will not only initiate an outbound call, but will also automatically create a phone contact communication with that Customer. While talking you can view all the client data and using FAQ knowledge base can talk like a Pro. - E-mails: You have all the e-mail communication sorted by Customer/Firm(Company) and so you can easily view what e-mails have been sent to or received from this Customer. You can also easily open and review the content of each e-mail message. - Meetings Calendar: Personal and Shared Calendars give you the opportunity to manage upcoming meetings. Use shared calendars with other colleagues to organize the use of company resources (like conference rooms, cars, etc.), or personal – for organizing your own meetings. In each customer profile view the upcoming meetings with that customer. Upon finishing a meeting, write a quick note, or fill in a detailed form with the meeting results and have all that information stored in the customer profile. - Documents: The client profile contains all documents (Contract, Protocol, Proposal, etc.) related to that customer so you can easily have access to them even while on the call with the customer. This provides for a superior customer service and high customer satisfaction. - SMS: Inform clients about upcoming meetings, contract expirations, etc. using short text messages (SMS) and have them automatically logged into the customer’s profile. Conclusion: Thinking of the communication as a CRM process is what makes the difference between success and failure in a game called Business.