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Customer Relationship Management

Customer relationship management (CRM) is a tool that helps companies manage relationships with customers throughout the entire customer lifecycle. CRM systems allow organizations to centralize information about customers, including contact details, sales opportunities, marketing campaigns, and more, making it accessible to all departments. This provides insights into customer data, experiences, and preferences that teams can use to improve marketing, sales, customer service, and develop more targeted digital campaigns. Implementing a CRM strategy helps connect business silos for a better customer experience, increase revenue and customer lifetime value, offer better support, and allow businesses to scale operations and remain agile.

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52 views2 pages

Customer Relationship Management

Customer relationship management (CRM) is a tool that helps companies manage relationships with customers throughout the entire customer lifecycle. CRM systems allow organizations to centralize information about customers, including contact details, sales opportunities, marketing campaigns, and more, making it accessible to all departments. This provides insights into customer data, experiences, and preferences that teams can use to improve marketing, sales, customer service, and develop more targeted digital campaigns. Implementing a CRM strategy helps connect business silos for a better customer experience, increase revenue and customer lifetime value, offer better support, and allow businesses to scale operations and remain agile.

Uploaded by

lucyluhello
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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customer relationship management

A summary
Définition :
Customer Relationship Management is a tool that helps companies keep their connections and
exchanges with customers in check. With the final goal to grow said companies.

CRM usually refers to a system that helps manage customer relations across the entire customer
lifecycle from marketing to customer service.

Roles and function:


A CRM solution helps the organization manage relationships with all relevant individuals and build new
ones. it can be used by any department in any organization, and it represents a centrale location in
which you can store information about customer contact, sales opportunities and marketing campaigns
available for any member of the organization that needs it. Which makes CRM especially helpful to small
businesses.

Plus, among endless streams of data CRM gives you updated reliable info on your progress and a clear
overview of all the customer data available on internal and external sources, from customer experiences
to their opinions and preferences, information that marketers can use to lead successful campaigns.

Furthermore, Imbedding CRM in your whole business beyond sales and marketing and shifting to
customer-centricity leads to big productivity gains. For example, customer service and support are a
growing segment of CRM and a critical piece in managing holistic customer relations, a CRM platform
lets you manage customer inquiries across all channels without losing track of them by connecting the
three functions: sales, service and marketing.

For marketing, it helps build targeted digital marketing campaigns, it serves as a clearer prospective
vision of the sales pipeline. With CRM, Commerce teams can launch and scale ecommerce in a quick and
effective manner for their consumers and business buyers and customer service agents can respond to
customer needs from any channel from any location.

Benefits of CRM:
1. Connect your business SILOS: 56% of business leaders admit that silos (Groupe of experts separated by
department) especially information ones negatively impact their customer’s experience so a shared
platform like CRM can really help and 80% of business leaders from the same study agree.
2. Improve your net income
3. Identify and categorize leads: focus on the right clients.
4. Increase customer lifetime value: win new business from existing customers.
5. Offer better customer support.
6. Improve products and services: improve what you offer, spot problems early, and identify gaps.
7. Be ready for whatever’s next: flexible, scalable, cloud-based CRM can help you remain agile and
grow your business no matter the circumstance.

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