Customer Relationship Management (CRM) is not in itself a software package.
CRM is a process of systematically dealing with all aspects of customer interaction within the business. Realistically these processes are encapsulated within a database application with tends to be generically referred to as the CRM application.
A strong Customer Relationship Management (CRM) strategy combined with the right application will allow your organization to develop deeper, more profitable client relationships. CRM can deliver a holistic view of each customer that enables client-facing employees to make informed decisions about strategic efforts in the sales, marketing, and customer service fields.
Customer relationship management (CRM) can help reduce costs and increase profitability by allowing the business to organize, automate, and synchronize business processes that nurture customer satisfaction and loyalty.
The typical areas of the business that have the most contact with a CRM system would be :
- customer service,
- and technical support.
The overall goal of business is to find, attract, and win new clients, then nurture and retain those clients the business already has, while reducing the costs of marketing and client service.