Customer Relationship Management

 

Customer Relationship Management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. 

Customer Relationship Management software provides a business with the ability to create, assign and manage requests made by customers. An example would be a Help Desk type of software, which helps to direct a customer to the agent who can best help them with their current problem. Recognizing that this type of service is an important factor in attracting and retaining customers, organizations are increasingly turning to technology to help them improve their clients’ experience while aiming to increase efficiency and minimize costs. In a web-focused marketing CRM solution, organizations create and track specific web activities that help develop the client relationship. These activities may include such activities as free downloads, online video content, and online web presentations. CRM systems for marketing help the enterprise identify and pinpoint potential clients, then generate leads for the sales team.