CRMi

What is CRM?

     CRM stands for Customer Relationship Management and was first coined in the 1990s. The literal and original meaning of the expression “Customer Relationship Management” was, simply, managing the relationship with your customer. Today it is used to describe IT systems and software designed to help you manage this relationship.

     The generally accepted purpose of Customer Relationship Management (CRM) is to enable organizations to better serve their customers through the introduction of reliable processes and procedures for interacting with those customers”.

     Customer relationship management (CRM) refers to the principles, practices and guidelines that an organization follows when interacting with its customers. From the organization's point of view, this entire relationship encompasses direct interactions with customers, such as sales and service-related processes, and forecasting and analysis of customer trends and behaviors. Ultimately, CRM serves to enhance the customer's overall experience.

What is the goal of CRM?

The idea of CRM is that it helps businesses use technology and human resources to gain insight into the behavior of customers and the value of those customers. With an effective CRM strategy, a business can increase revenues by:

  • providing services and products that are exactly what your customers want
  • offering better customer service
  • cross selling products more effectively
  • helping sales staff close deals faster
  • retaining existing customers and discovering new ones

Benefits :

CRM is about making each and every customer feel like they have a one-to-one relationship with you.Effective CRM gives you the opportunity to show your customers that:

  • You know and recognize them
  • You understand them
  • You care about their needs, questions and concerns
  • You want to deliver services and products they need the most
  • You appreciate their business