CRM (Customer Relationship Management) is the whole of the technologies, strategies and practices that companies use to strengthen commercial relations and increase profitability through data generated by recording all customer interactions of companies.
The CRM term is now used to describe software solutions developed to manage customer relationships. CRM solutions provide organizations with a platform where all customer interactions are recorded in one source and the sales process can be tracked; Better internal communication, better customer service, better managed sales organization and more sales.
What is CRM?
A typical CRM solution includes many features for easy tracking of all sales stages, from initial contact with leads to after-sales services. Company managers are used to manage CRM solutions, manage sales, measure sales performance and improve processes. sales teams use CRM to prepare bids, track orders, access past sales and record all information, and access this information at any time.
Instead of countless e-mails, various excel files, and customer information stored in handwritten notes, information stored in a specific layout in CRM allows all employees of a company to access the required information as soon as they need it. When a client of a company using CRM calls the office, even if the person who is picking up the phone does not know the customer, he / she can continue to provide service by accessing all the records quickly, and can save the customer’s new demands in CRM so that his / her team can see.
The fact that the entire team is communicating with customers, buying products, when they buy, and more, means increased cooperation and efficiency in companies.
Advantages of CRM?
In the past, CRM solutions were the only solutions used by large-scale enterprise companies because of their long and complex training. Today, with the development of cloud technology, easier and more user-oriented software, small businesses have begun to take advantage of all the benefits of CRM solutions.
While cloud-based CRMs have eliminated infrastructure, maintenance and installation costs, it has enabled customer and sales data from anywhere on the Internet. With a CRM offering mobile application support; the teams working in the field, the salesmen going to the meeting, the service personnel coming to the service, all the information they need can access the information, they can enter the data without returning to the office and share with their team-mates.
What to Consider When Choosing CRM?
While there are general similarities between the solutions, some fundamental differences of these solutions are observed. When selecting the solution they will use, companies must first analyze their needs and address a solution that can be used by the whole team. Although the price is an important criterion in determining the CRM solution, the most important criterion in real life is ease of use. It doesn’t matter how much you pay for a CRM solution that your team is unable to use and get efficiency.