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What is CRM? PDF Print E-mail
 

CRM stands for Customer Relationship Management. It is a process or methodology used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

CRM helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers.

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A crm system is usually made up of sales, marketing and customer care modules.

A CRM System can form the hub of your business operations bringing data from marketing, sales, customer care and other external data sources

Sales Force Automation

  • Contact management
    Contact management software stores, tracks and manages contacts, leads of an enterprise.
  • Lead management
    Enterprise Lead management software enables an organization to manage, track and forecast sales leads. Also helps  understand and improve conversion rates.

Marketing Services

  • Target list
    Easy target list setup to produce the niche targets that marketing campaigns require
  • Easy mailmerge and eshot tools  

Customer Service

  • Follow up
    Easily Followup with customers to gain feedback /
  • Case tracking

Finance, ERP and Business Intelligence applications can usually be integrated into the higher end CRM systems.


Network or Web based CRM

  • Network based
    There is a move away from network based CRM systems - as synchronisation to a device is required if a user goes off site
  • Web Based
    A large number of CRM systems are now web-based - access usually through a browser. This gives the user live data when they are away from the office (this will require 3G / internet connection.