Customer relationship management (CRM) is a combination of actions, plans and technologies. CRM is used to manage and analyze the data of a customer by keeping an eye on the activities of a visitor of the website throughout the customer lifecycle, with the goal of improving business relationships with customers, helping in customer retention and driving sales growth. CRM systems are designed to collect the information of the customers from different channels including the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems are basically used to get all the information of a visitor of any website such as customers' personal information, buying preferences, for purchasing history etc. This information is used to provide better browsing and searching services to the customers.
Companies often struggle with making sense of information from customers, public records and external databases. They assess the newest sales and marketing tools to making the process easier. The CRM managers can well manage the CRM system to interact with the customers and to provide the better services to them and this turns into the higher growth of the company. CRM software stabilizes customer information and documents into a single CRM database so that CRM managers can more easily access and manage it.
CRM tools can automate repetitive tasks of sending new offers and services to enhance marketing efforts to customers at different points in the whole customer lifecycle with marketing automation capabilities. For example, after collecting and saving the data of a website visitor, CRM can might automatically send them marketing materials, typically via social media or email, with the goal of turning sales lead into a full-fledged customer.
CRM is designed to reduce boring aspects of agent's job. CRM software tools that integrate with the CRM Manager’s desktop can handle customer requests in order to cut down the issues of the custotmers and to cut down the time of calls and simplify customer service processes.
Social CRM is the new trend that is adding value for companies as well as customers, where the customers can post their reviews about the products and they can engage with other customers of same interest to troubleshoot issues in real time. Customer communities can also benefit companies by providing new product ideas or feedback without requiring companies to enlist feedback groups.
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