Explaining Customer Relationship Management (CRM) Systems
What is a CRM?
A CRM, or Customer Relationship Management system, is a tool that is used to store all the information about a company's relationships and interactions with its customers and potential customers. Typically the information will include personal information (such as the customer’s name, DOB and address) and interaction information (such as a list of when the company contacted them and the status of any outstanding issues).
Why are CRMs important?
CRMs allow for companies to have a complete view of their customers at a macro and micro level. They can also use CRMs to automatically engage with users and target them for marketing purposes.
Customer Relationship Management remains one of the core things to get right in business. Digital has meant that we are more connected than ever. With businesses collecting personal, purchase and pixel information, making sure you’re set up properly to maximise the power of these connections and information is often the key difference from providing a fantastic customer experience as opposed to a huge flop.
Ranging in price and complexity, what's right for you and what features you need will really depend on what your specific needs are—both from a technical and practical perspective.
Like so many other things in this space, there are many different ways and amounts of money that you could spend on these things — but if you haven’t already invested in a CRM, it’s definitely time to start.
If you would like to explore implementing a CRM for yourself or your business, or would like further information about CRMs generally, please don't hesitate to get in touch.