Customer relationship management (CRM) is the term that refers to practices, strategies and technologies to manage and analyze customer interactions and data throughout the customer lifecycle, with the aim of developing business relationships with customers, assisting in customer retention and driving sales growth. CRM systems are created to assemble information on customers across different 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.
Throguh CRM software, customer information and documents are consolidated into a single CRM database so that our users can more easily access and manage it. The other functions of this software include recording various customer interactions over email or phone calls, automating different workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.
Features of CRM:
- Advertising mechanization: Marketing efforts to consumars could be enhaned at different levels with marketing automation capabilities using CRM tools. For example, an automatic mail generation could be done in response to a sales prospect when required. The kind of response might be through mail or through socail media.
- Sales force Management: Sales force automation is meant to prevent redundant and repetitive efforts between a salesperson and a customer. This CRM system can help in achieving this by automatically tracking all contact and follow-ups.
- Contact center automation: It is designed to reduce tedious aspects of a contact center agent’s job, which might include pre-recorded audio that assists in customer problem-solving and information dissemination. Various software tools that integrate with the agent’s desktop tools can handle customer requests in order to cut down the time of calls and simplify customer service processes.
- Geolocation technology: This is location based service which include technology that can create geographic marketing campaigns based on customers’ physical locations, integrating with popular location-based GPS apps. We also prefer cloud-based CRM as a more cost-effective option.
Open source CRM programs make source code available to the public. Best Open source CRM systems also allow the addition and customization of data links to social media channels, assisting us looking to improve social CRM practices.
Traditionally, data intake practices for CRM systems have been the responsibility of sales and marketing departments as well as contact center agents. Sales and marketing teams procure leads and update the system with information throughout the customer lifecycle and contact centers gather data and revise customer history records through service call and technical support interactions.
The advent of social media and the proliferation of mobile devices has caused CRM providers to upgrade their offerings to include new features that cater to customers who use these technologies.
To add value to customer interactions on social media, various tools are used that monitor social conversations, from specific mentions of a brand to the frequency of keywords used, to determine the target audience and platforms they use. Other tools are designed to analyze social media feedback and address customer queries and issues. We are interested in considering customer’s likelihood of recommending their products and the customer’s overall satisfaction in order to develop marketing and service strategies.
Mobile CRM, the CRM applications generated from smartphones and tablets are becoming key for sales representatives and marketing professionals who want to access customer information and perform tasks in absentia. Mobile CRM apps take advantage of features that are unique to mobile devices, such as GPS and voice-recognition capabilities, in order to better serve customers by giving employees access to this information on the go.
With advancement in CRM technology, there is chance to become a glorified database on customer information if not properly organised. Data sets are connected, distributed and organized so that users can easily access the information they need. Data security is the primary concern which we follow where our customer information is kept in secret.