What is Customer Relationship Management (CRM)?
Also, read CRM Benefits.
CRM Defined: Customer Relationship Management (CRM) is largely recognized as a strategy for managing and nurturing a company’s interactions with clients and sales prospects. It involves using technology to organize, automate and synchronize business processes for marketing and sales related activities. The overall goal is to find, attract and win more clients. When an implementation is delivered successfully, people, processes and technology work in synergy to increase profitability and reduce operational costs.
Sales Force Automation- Helps the sales reps, executives and management with sophisticated sales automation tools. These functions give businesses the opportunity to completely focus on the entire customer life-cycle (lead generation – acquisition – conversion – retention – loyalty) rather than just the sales process, which ultimately increases revenue.
- Lead management
- Contact management
- Territory and quota management
- Partner management
- Opportunity management and forecasting
- Sales methodology implementation
- Feedback management
Marketing Automation- Allows you to effectively plan marketing activities and improve the quality of the lead generation process. Marketing automation includes; campaign management, email marketing and lead generation through various sources, such as online lead forms, importing lead data and others. Additionally, you can measure the performance and effectiveness (ROI) of each campaign.
- Lead Management
- Campaign Management
- Email Marketing Software
- Keyword and SEO Marketing
- Web to Lead Forms
Customer Support and Service- Allows you to streamline the customer support process and enable a better integration between sales and customer support processes into a single system. CRM provides the customer support and service management (help desk) features such as cases (trouble tickets), solutions (knowledge base), case assignment and escalation through workflow rules and easy to deploy online case forms for capturing customer-specific cases through your website.
- Case Management
- Knowledge Base
- Customer Portal
- Email response management
- Web and voice self-service
CRM Analytics -Creates real-time, graphical and customized reports so that businesses can better allocate resources, gain strategic insights and optimize enterprise performance. CRM dashboards provide real-time snapshots of your company’s key metrics. Using CRM dashboards you can easily visualize comparisons, patterns, and trends in sales, marketing and support related data.
- Scheduled reports
- Customizable forecasting
- Data quality management
- Proactive alerts
- Custom analyses
- Role-based analytics
- Comprehensive library of pre-built reports
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