What is CRM? And why do I need it?

Customer Relationship Management

CRM or Customer Relationship Management system. Is how a company interacts with both current and potential customers. The focus being customer retention and driving sales. You gather customers data in many ways. Via the Website, phone call, live chat, marketing materials and social media. Consequently, a  business learns more about their customers as a result, and how best to cater to their needs.

Above all the primary goal of CRM is to integrate and automate, sales, marketing, and customer support.

Sales force automation

Works on all stages of the sales cycle. From the sale, delivery, review and follow up. Sales force management includes a contact management system, that tracks all the contact you make with your customer. The purpose of that contact and any follow up that you need to do. Use this system to ensure the customer is not contacted more than once for the same reason.

Marketing automation

Keeping your customers up to date with sales, promotions, offers, and products is key to the follow-up. Furthermore, you want to sell again and again. You have your “list” customer email addresses. Now contact them about a product you know will be of interest to them. Send them promotions and offers for being loyal to your brand. Use this to plan to also track and analyze your campaigns.

Customer support automation

Above all customer support and satisfaction is an important part of running a successful business. Whether that be an online store or brick built business. With customer support automation you will be supporting your customers. Set up some FAQ’s (frequently asked questions) and automated email. Your customer sends their query and an automated email responds to that. Finally, if your customer’s query still hasn’t been satisfied you follow up with an email or phone call.
 
Two reasons why customer service is being automated even more.
1. Reduce labor costs.
2. To improve customer satisfaction and speed of service.