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What is CRM?

CRM (Customer Relationship Management) is a tool that allows businesses to track every interaction with a customer, or potential customer and keep their details up to date. Managing business relationships with all customers is important, that’s why many companies choose to have a CRM system in place.

CRM (Customer Relationship Management) is a tool that allows businesses to track every interaction with a customer, or potential customer and keep their details up to date. Managing business relationships with all customers is important, that’s why many companies choose to have a CRM system in place.

It is considered a valuable tool for lead generation. Account managers, sales teams and marketing can see a full overview of customer accounts, all activity and touchpoints, as well as any upcoming opportunities available within those accounts.

A CRM system is not just a tool for recording information, it also gives you the power to manage an account from initial contact, right through to a sales closure and even more. Once a lead becomes a customer, a CRM tool gives you the ability to provide excellent customer service, with all of your customer history visible to you.

Instead of different teams having different spreadsheets and information saved in different places, it allows for all teams to collate data and information in one central place. Information such as emails, telephone conversations, meeting and quotes are just some of the records that are kept in a CRM system.

In a world where every product and service are part of a highly competitive market, customers are now reflecting on their experience with brands to determine their choices and loyalty. Having a CRM enables you to turn the customer journey into a seamless process from start to finish. Having all the information to hand allows your team to work efficiently and plan effectively for each customer, meeting their needs, resolving their issues more quickly and offering them the right things at the right time. These are all experiences that will keep your customers coming back.

There are numerous benefits associated with having a CRM system. Better customer relationships, improved ability to cross and up-sell, increased team collaboration and communication and increased profitability to name a few. The ultimate CRM goal is to develop strong and productive relationships with your customers and deliver the best experience you can at every step of their journey. In return, your business will be sure to benefit from customer retention, increased revenue and continuous growth.

‘What is CRM?’ is part of our new mini blog series. In our next blog piece, we will discuss something that most people considering a CRM system want to know the answer to; ‘What CRM system to choose?’

At Stimulus, we offer Salesforce CRM implementation, support and training. Contact us today to discuss your CRM requirements.

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