Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving customer service relationships and assisting in customer retention and driving sales growth. CRM systems compile customer data across different channels, or points of contact between the customer and the company, which could include the company’s website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns.At the most basic level, CRM software consolidates customer information and documents into a single CRM database so business users can more easily access and manage it.Over time, many additional functions have been added to CRM systems to make them more useful. Some of these functions include recording various customer interactions over email, phone, social media or other channels; depending on system capabilities, automating various workflow automation processes, such as tasks, calendars and alerts; and giving managers the ability to track performance and productivity based on information logged within the system.
Contact management is an element of CRM that sometimes goes by customer management
This allows users to segment your contacts into groups to organize and better cater to them
Once relegated to business intelligence tools, BI, reporting and dashboards have become
some of the top CRM features. Users can view statistics in a highly visual, engaging perspective using customized
On the subject of reporting, sales analytics is one of the most valuable features of a CRM
Users can create better sales campaigns in the future by analyzing the hard data of past campaigns.
In order to maximize the usefulness of data, it must be properly stored. One of CRM’s key
features is a proprietary method of data storage so users can pull up the data in an efficient manner.
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