CRM 101 - Technology Evaluation Centers
Posted by Glen Mund on Fri, Feb 08, 2008 @ 03:46 PM
CRM 101, Technology Evaluation Centers, by David Clark
What Is CRM?
CRM is more than a software application. It is a set of strategies, processes, and associated software systems designed to improve the interactions and engagement of customers.
CRM involves not only the use of these tools, but also corporate cultural transformation and ongoing programs with the appropriate organizational framework. CRM also includes sales force automation (SFA), customer service and support, and enterprise marketing management.
Top Benefits of CRM
- CRM provides you with customer insight and a real-time information pipeline, which allows for accurate and timely forecasting. This allows you to build and focus on high-profit, sustainable customer relationships.
- CRM also provides your staff with customer intelligence and best practices to increase their likelihood of successful transactions.
- Other commonly-cited CRM benefits include increased customer acquisition, retention, loyalty, and profitability.
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