If you got here, this means you have some questions about what a CRM means and how it can help your company. This article will tell you all you need to know about the theoretical and practical examples and will help you understand what is a CRM used for.
Let's start with the definition
CRM is the abbreviation for Customer Relationship Management.
The concept of CRM has very much evolved. Today, it also implies customer relationships, potential customers, suppliers, potential suppliers, information about competing companies and products, or potential competitors.
A CRM system provides the information that marketing, sales, customer support and market analysis departments need.
An important element that a CRM shows is that its use allows you to see how your customers behave in different periods of time.
Also, the use of a CRM can help you avoid many unpleasant situations. One of them would be total dependence on long-term employees.
A salesperson who has been working for the company for years becomes, in fact, the person to connect with customers. They also possess the information about how the sales are done, how the payments are made, what is the relationship between the company and the customer, what discounts are offered, etc. These relationships can be easily broken when the key person leaves, if you do not have a CRM.
Why?
- The person who leaves takes with them the client, and the history of your activity;
- You personally would forget to contact the customer when he needs it;
- You won't know what his exact preferences are;
- You will not know that deliveries must be made at a certain time, and arriving too early or too late will only bring clients inconvenience;
- Your client will follow the agent who already knows his preferences;
- You will approach your clients as new customers, which will make them feel unimportant.
A CRM system contains all the information you need to avoid such situations. However, creating and implementing such a system is not the easiest challenge. That is why we advise you to delegate these tasks to specialists, or to take some CRM management courses yourself.
Using such a system will excellently optimize your client-business relations, helping you manage all the small, yet important details that imply good customer service.
What about you? Are you already using a CRM?
