CRM or Custom Relationship Management. A term that we hear more and more often about but that we often do not understand what the use within a company could be.
The CRM is used to track the interactions that take place between you and potential customers (so-called leads), it maps each phase of the negotiation from the first contact onwards until this potential customer becomes a customer.
In short, CRM is precisely a corporate strategy that is oriented to create, develop and maintain quality and long-term relationships with customers. Think of the advantages it can bring you above all with those of greater value for the company.
This powerful tool needs good ground to work on. This concept can be summarized as follows: corporate culture and its vision must be customer-oriented. It’s not just about implementing technology, it’s about thinking strategically differently and dive deep into the Internet Of Things.
Collaboration between company departments becomes fundamental: the impact is productive when the links between product development, strategic planning, financial processes act in concert and synchronously. Here then the CRM manages to facilitate the task of the front office and back office in customer management.
It is about listening, using time to respond with a business strategy to the questions customers ask, their needs, their indications. And all this inevitably leads the company to use CRM to create new opportunities.
The functions of a CRM are many. Just think about sharing all information simultaneously with colleagues, filling in quotes, attaching contracts and documentation to the customer card, issuing invoices and collaborating remotely with your external resources.
In short, CRM is the place where all the documents and data you need are concentrated, in order to always have them at hand wherever you are, eliminating the annoying method according to which there are always dozens of folders to consult to find information that you need, generally on the fly, and keep the entire database of your customers under control.
Let’s keep in touch, in the next articles we will go into some aspects related to CRM and the benefits that your company can derive from it.
