What is CRM?
CRM stands for “Customer Relationship Management”. CRM is a business strategy to identify, attract and retain customers, with effective processes to help meet current and potential needs. It was initially developed to automate salesforces, but with the potential of using it in conjunction with the Internet, it became a means of direct contact and communication with the customer.
At the heart of the CRM philosophy is the client. It is a technological tool that helps us to identify, and understand what customers need and want, resulting in business process improvement and mutual success. Sales, Marketing and Customer Service departments are usually the ones to first implement this strategy, with the intention of retaining and strengthening customer relationships.
CRM helps derive consistent and measurable improvements in everyday business processes. It provides a clearer view and understanding of customers and prospects. Additionally, marketing insights in respect to customer motivations and objections are easier to discover. With CRM, marketing professionals can leverage tools for customer segmentation, planning and management of campaigns, cleansing, purging and organizing data. Implementing a CRM solution can also effectively enable management of all shared company/customer information.
CRM also helps in consolidating sales, getting more leads and closing more business. It supports management of leads and opportunities as well as forecast and analysis of the sales generation process.
CRM provides more value to customers. It allows for quick responses to customer service issues and empowers your organization to anticipate, address and deliver long-term profitable business solutions. CRM provides functionality for account and contact management, product and contract management, workflow and collaboration across teams.
Customer orientation is increasingly important. CRM is the best tool to anticipate, analyze, discover and reveal all customer needs and wants by the organization. It helps us “listen to” (or read) our customers and learn to understand them, in order to adapt products or services to their needs.
Contact Excalibur Information Solutions – let us discuss how we can assist with your business enablement, value creation and results improvement.
Jules S. Batson Msc, MCPM, PMP
Project Management Director & Solutions Consultant
Excalibur Information Solutions Inc.
Tel: (778) 433 4644
Email: jbatson@SolutionsConsultant.com
URL: www.SolutionsConsultant.com