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for complete customer organization?
A Customer Relationship Management (CRM) platform is a piece of software businesses use to mange interactions with customers, store information about them and automate several processes connected with the customer’s journey through marketing and sales funnels.
At the most basic level, CRM software allows marketers and salespeople manage and analyze relationships with the businesses actual and potential customers. It enables tracking every interaction with the business and collects information about the customer. This way, anytime someone interacts with the customer (or potential customer), they can see all historical information, thus making all interactions more personalized and increasing the chances of conversion while encouraging customer trust and loyalty.
All CRMs can be broken up into three high-level types:
- Operational – assists businesses in managing their day-to-day marketing, sales and customer service operations.
- Analytical – makes it easier to manage the processes of customer acquisition, retention and keep track of customer details. This is ideal for businesses that want to collect and analyze a large amount of customer data.
- Collaborative – specifically designed to improve the customer experience. The most important features include streamlining all communication, both between customer and your business and between various departments and stakeholders.
Who should use a CRM?
The short and easy answer is any business that wants to maintain a relationship with their customers can benefit form using a CRM system.
How does a CRM work?
- Supports a customer-centric strategy – supports a strategy that says the customer is at the center of everything you do. A valuable customer experience is an integral part of CRM.
- Centralizes all your customer data – CRM software combines all sales, marketing and customer service information into one central database. With 92% of businesses collecting data on prospects and customers, having access to all data means fewer silos within your organization
- Automate customer-facing processes – some of these processes include lead/contact management and general customer support