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What is CRM ?

CUSTOMER RELATIONSHIP MANAGMENT, or CRM, is a system for managing interactions with customers. CRM software helps companies handle all aspects of customer relationships from first contact to ongoing inquiries, lead nurturing, conversion, renewal and long-term interaction. Easy integration with CRM software leads to better ongoing customer relationships. When you have the ability to fully manage your sales and marketing tools in one place and integrate with a help desk, customer service wins.
Many companies – especially small businesses – think that simple contact database software is an adequate solution for tracking customer contact. But the management of customer relationships over time requires a comprehensive software system with processes, procedures, workflows and tracking.

INDISPENSABLE FOR SMES

CRM is more than a contact database

Many companies – especially small businesses – think that simple contact database software is an adequate solution for tracking customer contact. But the management of customer relationships over time requires a comprehensive software system with processes, procedures, workflows and tracking.

Effective CRM software solutions encompass marketing and sales activities, both inbound and outbound. The relationship between a company and its customer base is too important to leave to one-off products and tools that do not integrate well with larger CRM solutions. Eventually, CRM grows from the management of the company-customer relationship to management of many other sales details about prospects, vendors, co-workers, pricing, pending deals and even competitors. Without CRM, the complexity and connections become too difficult to follow.

ALL ON THE SAME PLACE

Benefits of CRM

Implementing CRM is the best way to ensure that marketing and sales efforts bear the most fruit in the long run. Marketing campaigns yield better-qualified leads that lead to more sales and stronger customer engagement. Good CRM solutions also integrate with multiple communication channels, allowing users to access data from their company’s marketing collateral, pricing, website, chat history, phone records, email and social media.

Customers also benefit from a well-implemented CRM structure. The better a company integrates all the information about its relationship with a customer, the better it can deliver customer service and improve customer satisfaction. The essence of a CRM solution is to enable large, medium and small businesses to understand their prospects and customers and deliver optimal customer service. CRM software is the best way to accomplish that.

In most companies, IT manages the implementation of the CRM system and handles integration with other business software and applications. The sales team then manages day-to-day operations and processes for users. With adequate management, the return in customer satisfaction far outweighs the cost of maintaining a CRM software system.