Essay on Customer Relationship Management ( Crm )

1112 Words Feb 6th, 2016 5 Pages
a. Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM systems are designed to compile information on customers 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 provide customers-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns. In addition, they offer better customer service, help sales teams to cross sell more effectively, close deals, retain current customers and to better understand exactly who their customers are. For small businesses, a CRM system may simply help them put their data in the cloud, providing it accessible in real time, across any device. The CRM can quickly expand to include more sophisticated features to help teams collaborate with colleagues and customers, send customized emails, gather insight from social media conversations, and get a holistic picture of their business health in real time. Also, sophisticated CRM can enrich prospect information, allow representative to schedule meetings within the application, and provide sales…

Related Documents