What is CRM?

Updated October 6, 2023

A CRM is a customer relationship management solution, usually oriented to manage three basic areas: commercial management, marketing, and after-sales service or customer service.

The use of a CRM is part of a customer-oriented strategy in which all actions have the ultimate goal of improving customer service and relationships with customers and potential customers. The CRM tool and customer orientation provide demonstrable results, both by having structured commercial management and boosting sales productivity as well as offering a deep knowledge of the customer that allows for more effective marketing campaigns.

The customer service functions of a CRM tool also enhance customer loyalty and satisfaction, which has a very positive impact in terms of recurring and cross sales.

Definition of CRM

The definition of CRM (Customer Relationship Management, or Management of customer relations) is an application that allows centralizing in a single database all the interactions between a company and its customers. CRM real estate definition is similar to this, In real estate CRM is used to communicate and keep a record of communications with potential buyers.

The CRM software allows to share and maximize the knowledge of a given client, In this way understand their needs and anticipate them. CRM collects all the information of commercial transactions keeping a detailed history of the company.

A CRM solution makes it easier to manage and manage customer acquisition and loyalty campaigns. Thanks to the CRM you can control the set of actions carried out on the clients or potential clients and manage the commercial actions from a detailed scorecard.

Companies that use CRM solutions generate more sales with updated budgets in real time and optimized sales processes. In the same way, companies that use CRM can make better segmentation, and they have the information for a higher level of customer service and after-sales service.

Why do companies choose CRM software?

CRM is the largest software market in the world and has increasingly shown that it is the best technical resource in which companies can invest. With the importance that the market of CRM software in the cloud has acquired during the last years and the ease with which the CRM can be integrated in other applications that the companies use generally, the CRM systems help the implementers to cover each aspect of your business cycle with an increase in sales and marketing returns, all while helping you reduce your costs.

Eight fundamental aspects of CRM:

1- Information

2- Technology

3- Vision

4- Strategy

5- Process

6- Metrics

7- Collaboration

8- Customer Experience

Beware of these indicators:

If you have a small company looking for a place to store information and have access to it through various devices, or if you have a large company that wants to manage customer interactions and focus on improving customer satisfaction, you will eventually need the software of CRM if the current process is unable to find solutions to these pressing problems.

Get answers to the most basic questions

Ask yourself if you can get quick answers to the most basic questions, such as the following: what is my number of clients? How many clients did we earn or lose during the previous quarter? What was my income during the past month? Who closed most agreements?

Check incorrect data entry

Bad decisions are made from incorrect data. Not verifying the accuracy of the data that is entered into your system is a real cause for concern. Once you have a validation scheme with automated data entry, you can avoid entering incorrect information before it causes problems.

Connect with clients and potential customers

Clients can come from different media (websites, social networks, phone calls, etc.) and only a multi-channel communication system can bring them closer to your company and allow you to cover all customer contact points that are relevant to the sales process.

Customize marketing tasks

Your marketing tasks may fade if your methods do not attract potential customers to test your service. Tasks such as sending promotions, newsletters and much more can be customized to ensure that they connect with each client on a personal level.

Join the teams

If each team is in a different place, this becomes a huge obstacle for any organization to grow. Real-time customer information can’t be shared between teams, which, in turn, affects the way it serves the needs of its customers.

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