Customer relationship management software

 

Customer relationship management (CRM) is a set of integrated technologies used to document, track and manage an organizations relationships and interactions with existing and potential customers.

CRM supports the sales process and advances enterprise resource planning (ERP) initiatives. CRM software helps companies measure and get control of their lead generation and sales pipelines on a single, customizable dashboard. CRM technology is continuing to advance by using artificial intelligence (AI) to help manage relationships across the entire customer lifecycle.

Customer relationship management software helps companies measure and get control of their lead generation and sales pipelines far beyond traditional spreadsheets. It can also be used for lead management, sales forecasting and managing communications with potential customers and for sales teams on the road who are in need of quick, efficient data. For example, within a call center environment, a sales CRM system can analyze the frequency, volume and outcome of follow-up communications with new leads. This can lead to better customer retention over time and an improved customer support process. The data is then used to research and analyzes the overall customer relationship and improve workflows.

Today CRM solutions include multiple technologies relative to deployment size, business model and industry verticals to enhance the customer experience. Businesses can also use CRM suites that offer tools, such as online chat and document sharing apps. In addition to supporting e-commerce and marketing tools like Mailchimp, CRM applications offer order, revenue, social media and opportunity management.

 Customer relationship management software


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