Your business thrives when you can focus on your customers and users, providing the products and services that meet their needs. When you do that, you attract new customers, and your organization grows. A customer relationship management system (CRM) is the tool you need to help you track and understand your relationships with your customers.
What Is a CRM?
A Customer Relationship Management system, commonly referred to as a CRM, is software designed to nurture your relationships with customers and keep track of all your communications with them. Rather than searching through lists of emails, phone calls, texts and meeting notes, you can see the history of your entire relationship with a given customer or lead in one place. A CRM can also consolidate every document you've shared with that customer, as well as all purchases, quotes, and other interactions.
With all this data available at any time to anyone who needs it on your team, you're better positioned to close sales, retain existing clients and take those client and customer relationships to the next level. Having all this information at your fingertips smooths the way to improving those relationships, streamlining your interactions, and boosting profitability across the entire range of your organization's activities.
CRMs come into play at several levels, helping with sales management, marketing, digital commerce, customer service and contact management. They let you target prospective customers, track service issues, stay on top of marketing campaigns, and store all the information about every customer, client and prospect that anyone in your organization might need. They also enhance collaboration and communication between the members of your team, since everyone has access to the same information.
Why Do You Need a CRM?
With a CRM, you can gather information from any source and deliver it in a useful form to anyone in your organization. The analytics tools associated with CRMs help you understand the trends forming under your eyes in all that information, giving you the ability to understand your relationship with your customer and customize marketing campaigns.