What is CRM Customer Relationship Management


A Customer Relationship Management or CRM software is one of the most popular enterprise technologies in the world today but what exactly is a CRM software? To explain this here today we are The CRM Solutions an independent consulting firm that helps clients through their digital transformation journeys.

So, coming to the point clients often ask us what is CRM software and what exactly it does. I want to give you a brief description of what that is here today first and foremost CRM software is a way to manage your sales pipeline so from the time you have an initial prospect that comes through whatever marketing channels you might have in the pipeline in your technology stack CRM is meant to help you track the progress of that prospect throughout your pipeline from the time you make the initial contact to proposal to bidding to ultimately winning that prospect.

A CRM Solution is a set of processes that enable you to manage your interactions with your customers. CRM helps small and medium sized businesses extend the power of their business. It can quickly help you to be better prepared, see business insights, delegate tasks more easily, monitor company performance and spot customer trends as they happen. CRM makes it easy for teams to get organized, sell smarter, and build customer relationships that last.

As a customer, CRM software also allows you to organize your sales. So, if you are a large organization with a large sales team CRM provides you the tools to manage metrics related to everything from who you are going to assign prospects to and whose managing what prospects within your pipeline. It also provides you a way to have visibility to manage what all the sales reps are managing in terms of their pipeline, their success rates, there win rates, their reasons for winning, their reasons for losing etc. Really helping you to evaluate trends at what you’re doing well as a sales organization and what you could be doing better.

The reasons why companies want a CRM System usually include the following:

SALES: Close More Deals Fast

CRM enable sales people to create a single view of the customer with tools that streamline and automate everyday sales processes promoting shorter sales cycles, higher close rates, and improved customer retention. CRM gives sales professionals fast access to customer data and history so they can work smarter and spend more time selling.

CRM sales persons can see where a customer is in the sales process helps them close the deal fast. CRM enhances sales visibility with better decision-making with sales reports, interactive charts & dashboards. Wizard-driven communications tools help keep prospects and customers informed of new product and service offerings and growing trends in social engagement CRM has the right tools.

MARKETING: Generate Demand

CRM allows a business to automate much of the marketing process so that marketers can concentrate on targeting the right people and crafting the right message. Marketing automation allows marketing team to follow a prospect’s top-of-funnel activities, such as when they visit your website, open an email, read your blog, or fill out a form.

Marketing automation helps to foster leads and get them ready for the sales team. CRM enables your marketing team to plan, execute, and measure campaigns across channels, from start to finish, to bring your marketing vision to life. With CRM you can engage customers one to one across channels, build your sales pipeline, and demonstrate the impact of your marketing investments—in real time.

CUSTOMER SERVICE: Deliver Responsive Service

CRM Service module enables organizations to deepen customer loyalty by providing personalized, proactive, and predictive experiences across all channels. Deliver customer information, case management, service history, and support knowledge to the customer service personnel, giving them the tools to deliver consistent and efficient service.

CRM provides a comprehensive customer service solution that is familiar to users, completely customizable to match your support process, and places no limits on the number of users. CRM enables businesses to choose the right cloud based model for their specific business and information technology (IT) needs, with the flexibility to scale up if business or IT preferences change.

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