What does CRM (Customer Relationship Manager) mean?
CRM is a set of tools that can be used to organize intra- and cross-departmental interactions as well as interactions between prospects, customers, suppliers, and other companies.
Customers who interact with a company from the outside perceive it as one entity. However, they also interact with employees with different positions and departments. CRM is a collection of processes, procedures and strategies that are implemented within an organization with the goal of unifying customer interactions and maximizing information.
CRM software products enable the implementation of a Customer Relations Management strategy within a company.
These products offer useful Customer Relationship Management functions that allow businesses to automate and manage a variety of activities, including interactions with prospects and customers.
Companies can quickly create a CRM product to manage their customer relationships and also use the same system for increased sales, marketing, and support productivity.
CRM systems can be used to manage many areas of your business, such as sales, marketing, customer service, and integrated marketing.
A company might choose to use a CRM only for a portion of its business activities.
To get the most out of CRM implementation, workflows must be compatible with the CRM systems. This can often mean that employees have to change their work habits, such as entering sales data in the CRM system and not recording it on paper or spreadsheets.
CRM systems are not useful if they don’t have the right modifications to make them work properly. The CRM system’s use is often limited to functional areas. This means that not all employees will require the system. Instead, only those in specific areas (e.g. sales managers and business managers) will use it to monitor activity.
It is important to determine which features and functions are most useful for your company before you implement a CRM system.
This is especially true for companies that provide service, but not only. Incident management is crucial in this current environment. Customers who are already customers will be loyal if they can be reached quickly and with proactivity.
A subset of users can be selected to test the system. Later, the level of use can be increased for different activities. A subset of users can be used to test the CRM system. After selecting the functions that will be used first, the CRM system can then be installed and configured to support business flows.
To ensure that the system is used correctly, users will need to be guided on how to use it within their activities. You can choose to expand the functionality of the CRM system after a successful initial implementation.