Key Features of CRM (Customer Relationship Management)

CRM (Customer Relationship management) is all about the theory used by companies to administer and manage their customers, partners, vendors and other stakeholders efficiently.

Features of CRM

CRM is made up of three key features, which are Operational CRM, Collaborative CRM and Analytical CRM.

• Collaborative CRM is to directly communicate with customers without inclusion of any sales or service representatives.
• Analytical CRM is to investigate customer data for a vast range of reasons and functions.
• Operational CRM deals with providing complete front office support to sales, marketing and similar services.

The communication with the customers is recorded and added to the customer’s contact history database and can be easily retrieved for future reference. The biggest benefit about maintaining this contact history is that the customers can easily contact with the service personnel without having to repeat any of the earlier communication or information.

That is why CRM software is used popularly in call centers or BPOs for supporting the call center staff.

Direct interaction is carried out with collaborative CRM that includes feedback from the customers and reporting of issues if any. This interaction can be carried out through a variety of channels like email, phone, SMS, etc. The main objective behind going in for collaborative CRM can be reducing the company costs and improving the services provided.

Analytical CRM finds multiple uses such as taking management decisions, predicting future trends, analyzing customer behavior, planning and executing marketing campaigns and much more.

Operational CRM is mainly concerned with automating customer processes and providing appropriate support to these services.

CRM is not just a mere technology; it is in fact the move towards handling your customers better and more efficiently. The top management should tap CRM’s complete potential to maximize the benefits for their respective organization.

Selected CRM Articles

Online CRM (Customer Relationship Management)

Competition in today's world is getting tougher every minute and every business needs to stay technologically well equipped if it is aiming to succeed and get ahead of its competitors. Businesses these days can avail online CRM technology in order to manage relationships with their customers more dynamically and effectively. Online Customer relationship mangement is all about online experience where businesses can tap the potential of the Internet to help their businesses to succeed and grow. [Read full article]
 

All About CRM is devoted to collecting and compiling useful and relevant articles about customer relationship management. CRM is a complex topic that is ever evolving, as you surely know. We look for the ">best CRM articles to include in one convenient, easy-to-use site. [Read full article]
 

This is the complete set of customer relationship management articles currently found on this site. The list is sorted alphabetically for your convenience. Please feel free to browse the articles. [Read full article]