Customer Relationship Management Definition
Customer Relationship Management (or CRM) describes a business computer system for managing its interactions with its customers. A CRM system is an essential tool for business today that helps you manage your customers, sales and marketing.
Instead of juggling spreadsheets and notes the Customer Relationship Management system lets you keep accurate records of phone calls, emails, meetings, conversations and quotations. You can share this information with colleagues, plan ahead effectively, and offer clients the right level of contact and support.
The CRM empowers you to manage your new leads from the initial contact through the sales pipeline to closure. You can set follow up tasks for yourself and colleagues, and report on all your activities and sales forecasts. The objective is to have a “360 degree view” of the customer, all information about the customer in one place.
What is Customer Relationship Management?
It’s about investing time in your current customer base with the aim of retaining their custom and increasing their spend. The CRM system helps automate this by keeping a record of every communication you have with the customer. You can record what they’ve purchased and when, and set tasks to contact them every few weeks or months. This allows you to anticipate when they might want to buy again or if they need anything extra. If like Really Simple Systems CRM you have an integrated email marketing system, you can also mail about offers and new products that might be relevant.