A Customer Relationship Management (CRM) system is a tool for collecting and managing the information and interactions your business has with your customers, sales leads, suppliers or other businesses.
It can help you with:
Customer relationship management may mean keeping track of your customers to provide personalised service. For example, you may choose to send your customer a special offer on their birthday.
Benefits of a CRM can include your ability to:
The information you collect in your CRM will depend on the individual needs of your business, and the marketing activities that you undertake. The data you decide to collect can help you build a complete customer profile and may be useful when evaluating the success of direct marketing activities, such as e-newsletters.
Examples of info you may include in a CRM;
Remember that any information you store on your customers must abide by privacy and IT security regulations.
There are many different providers of CRM tools available to choose from. Depending on the type and size of your business, you may decide to use a spreadsheet or record keeping system to log customer interactions.
Alternatively, you may decide to buy dedicated CRM software to help you manage your customer relationships. This includes CRMs available and stored in the cloud, or software program installed locally on your computer.
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