What is CRM

Customer Relationship Management, or CRM, represents a business strategy as well as a technology solution to create and manage long-term relationships with customers. While technology solutions enable CRM, building customer relationships is a commitment by business owners to focus their attentions on the customer.

Based on the belief that customer-driven culture is the key component of growing a business, CRM solutions enable a business to analyze and manage all aspects of critical customer interactions to improve customer satisfaction, and maximize customer loyalty.

CRM typically integrates three core customer-related activities

Customer relationship management solutions focus on three key business areas: Sales, Marketing and Customer Service. By organizing key business functions, CRM helps to improve employee performance, streamline marketing and focus on business customers.

Sales tools typically include: Contract Management, Sales Administration, Customer Preference Management, Lead Management, and any other tools supporting the selling process. Customer service tools allow a business to create a repository of customer service inquiries, to analyze customer satisfaction and to create a knowledge base of established customer service practices. Marketing tools typically allow business users to create and manage marketing campaigns and to track marketing campaign success rates.

Value of CRM is measured by its ability to improve customer relationshis