Customer Relationship Management (CRM) is a business philosophy, not just a technology – understanding your customers’ needs enables you to build better relationships and increase sales. Using the philosophy of CRM helps “to get and to keep more customers who stay with you longer”.
Although a sound customer relationship management strategy has to come first, it can be effectively supported by CRM software.
The benefits of software?
Excellent customer service is about being aware of customer needs and reacting to them effectively.
CRM technology helps you to understand, anticipate and respond to your customers’ needs in a consistent way, right across your organization because it provides you with management information. It has been said that the creation, distribution and manipulation of information is all that management is about and it is certainly true that without information about what is going on, when, by whom, with what, at what cost, at what margin etc. a business will almost certainly fail.
CRM technology also needs to be integrated into the business process. Organizations can only benefit from the...
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