Right from the primitive ages, a customer has been central to the idea of doing business. Satisfying customers is as important as earning revenue while climbing the ladder in any commercial setup. And as the company grows in size and stature so does the number of customers and hence its database.
Thanks to the technological strides and with it the advent of Customer Relationship Management (CRM) solutions, managing customer data and satiating their needs has become more organized and planned. As the name suggests, the term CRM primarily means business management of customers but it also incorporates business processes within an organization.
CRM system assimilates all the information related to customers received from different sources within an organization like email, website, social media, chats, telephone and marketing materials. The system then provides relevant info such as customer’s personal details, their buying patterns and preferences along with their concerns to the company employees interacting with them.
CRM software is a perfect tool that give companies the required business data to know what customers need, who they are, provide timely and better services and last but not the least how to retain them. It also provides sales team the wherewithal to successfully up- sell and/ or cross- sell and close the deal. Also, with online shopping experiences getting more and more personalized, the companies stand to gain tremendously by using CRM tools like document management and email planner.
Other than compiling information about customers and files in one single databank, CRM software also automates employee processes like marketing, sales and contact centers. It also allows managers to keep track of their team’s performance.
One of the most important benefits of a CRM system is the fact that it provides a 360 degree view of the business. Cloud-based CRM systems like eZnetCRM help increase in customer satisfaction and a jump in profits.