Customer relationship management (CRM) is an enterprise strategy that is geared towards improving customer satisfaction and loyalty by delivering experiences that are unique to each customer. This is achieved by the use of processes, technology, and collaboration across departments.
In decades past, maintaining these relationships was a time-consuming and manual process. Businesses kept customer information in rolodexes and filing cabinets, or in spreadsheets that were frequently https://naukri-online-ads.com/customer-relationship-management/ not shared with other departments–leading to a loss of sales opportunities and ineffective communication. With the introduction of new marketing-technology platforms that provide an integrated database of customer information, maintaining relationships is much easier and more efficient. These systems are referred to as CRM systems.
CRM tools consolidate and streamline customer information to make it easier for individuals and teams to collaborate and nurture leads, improving the overall marketing and sales funnel. In addition to capturing lead and customer interactions, CRMs help companies identify the most effective leads by scoring and prioritizing them, so that sales representatives are only contacted with qualified prospects. This can lead to better conversion rates, higher purchase values and reduce the time it takes to close a sale.
Personalization is among the most important elements of a successful CRM strategy in that it shows customers that their business is appreciated. Sending a personalized message of appreciation after the sale or tailoring products or services to meet a specific requirement creates a connection that encourages repeat purchases and brand advocacy.