Customer Relationship Management

Customer relationship management (CRM) is the process of managing interactions with existing as well as past and potential customers. It is one of many different approaches that allow a company to manage and analyse its own interactions with its past, current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

CRM Software Used For

A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.

Here’s why CRM matters to your business.

A CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. You can even choose to include information from their public social media activity — their likes and dislikes, what they are saying and sharing about you or your competitors. Marketers can use a CRM solution to manage and optimize campaigns and lead journeys with a data-driven approach, and better understand the pipeline of sales or prospects coming in, making forecasting simpler and more accurate. You’ll have clear visibility of every opportunity or lead, showing you a clear path from inquiries to sales. Some of the biggest gains in productivity and in making a whole-company shift to customer-centricity can come from moving beyond CRM as just a sales and marketing tool, and embedding it in your business — from finance to customer services and supply chain management. This helps to ensure that customer needs are at the forefront of business process and innovation cycles.

What does a CRM system do?

A customer relationship management (CRM) solution helps you find new customers, win their business, and keep them happy by organizing customer and prospect information in a way that helps you build stronger relationships with them and grow your business faster. CRM systems start by collecting a customer's website, email, telephone, and social media data — and more — across multiple sources and channels. It may also automatically pull in other information, such as recent news about the company's activity, and it can store personal details, such as a client's personal preferences on communications. The CRM tool organizes this information to give you a complete record of individuals and companies overall, so you can better understand your relationship over time.

Here’s how a CRM system can help your business today.

• CONNECT YOUR BUSINESS SILOS.
• MAKE IMPROVEMENTS TO YOUR BOTTOM LINE.
• IDENTIFY AND CATEGORIZE LEADS.
• INCREASE CUSTOMER LIFETIME VALUE.
• OFFER BETTER CUSTOMER SUPPORT.
• IMPROVE PRODUCTS AND SERVICES.
• BE READY FOR WHATEVER’S NEXT.