What is CRM

What is CRM

What is CRM?

Customer relationship management (CRM) is a phrase that includes ways that organizations use data to manage and analyze customer interactions throughout the customer lifecycle. The general goal is to increase sales via good business relationships, retention of high valaue clients and drive profits and growth.

CRM solutions are designed to build lists of customers and information about that can be used across different parts of the organisation including the company’s social media, web infrastructure, phone and text, direct customer support, direct mail, marketing and support. CRM systems give’s customer-facing staff detailed real time information on a customers’ information, purchasing, buying preferences and support.

Mining CRM data with analytical tools and reports can gain huge rewards for your organizations’ sales and profits, reduce the cost of customer service departments and help retain the clients you want and remove the clients you don’t.

The important point with data is not to become to overwhelmed. Oranisations often struggle with making real usable sense of information in their CRMs.

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CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it. The other main functions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabilities), automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.

Features of CRM software often inclue

– Marketing automation – Leads gained from a website, social media or trade show will follow an automated course of actions triggered by the CRM until some time of futher interaction from the client is made such as a sale. Once that happens then the next interaction is made.
– Sales force automation – Often leads are not followed up by reps correctly using automated sales follow up its is easier for management to enforce correct follow up and actions.
– Contact center automation – Where contact is made by a client often low or easily corrected issues can be automated reducing costs and increasing the cleint satisfaction scores.
– Support automation – Where a client may need to talk and interact with the support department having an automated system ensures that issues are resolved or escalated to the right level, this also give very good management reporting so management can get the issues dealt with prior to the issue arising.

The future of CRM

CRM is now moving to the cloud – known as SaaS (software-as-a-service) your CRM operates 100% on the web, data is stored on an external, remote networks. This means that your employees can access the systems at anytime, anyplace and the systems can easily integrate with other online applications. Cloud computing makes upgrades and support quick, easy deployment and ads capabilities that appeal to many Organization with limited internal tech heads.

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