What is a CRM? - Customer Relationship Management
Customer Relationship Management , can be translated as Customer Relationship Management . It is a term that has been mentioned as part of the strategies for the success of any company. On this occasion I will talk a little about its basic concepts:
The CRM is both an organizational philosophy , and a software applied to operational processes.
As a philosophy it establishes that all departments and collaborators focus their work towards customer service , managing fresh and updated information
that allows them to know about their history of relationship with the
organization over time by providing registration data, purchase history,
as well as Knowing the personal profile of the manager, administrator
or account executive and keeping track of certain patterns in their
frequency of purchases, their expectations, also works to prospect and
organize campaigns in order to contribute information about workflow
organization and opportunities that we can drive.
The CRM can be defined as the combination of the following elements:
Database Marketing: The willingness to analyze.
Marketing in prospecting: The willingness to section market and identify needs.
Software Marketing: The will to implement, innovate with technology for the improvement of business processes.
Marketing in Services: The will to please and exceed customer expectations.
Marketing in prospecting: The willingness to section market and identify needs.
Software Marketing: The will to implement, innovate with technology for the improvement of business processes.
Marketing in Services: The will to please and exceed customer expectations.
So we have that it is a knowledge management strategy that serves to know the needs and behavior of customers in order to manage better market strategies.
CRMs also allow the configuration of users (collaborators) within the organization, with different levels of access to information according to departments, which allows everyone to specialize their work but without ignoring that of the other since it has internal chat systems, integration with corporate mail, management in the collaboration of documents, online campaigns and billing systems, all of the above can be obtained management indicators among other very interesting things.
A CRM gives the company the ability to identify, attract and retain customers by increasing their satisfaction through improving business profitability from within the organization abroad. The above not only requires having the appropriate logical equipment, but also a change in the company's processes involving employees within the same strategy in order to achieve success.