Customer Relationship Management is called CRM or CRM system or CRM software. It is a software developed for improving Customer Relationship.
CRM includes techniques and tools that are useful for customers and company business prospects.
Dynamics CRM is useful to reduce costs and increase profitability by keeping records for long terms into application with customer’s full details, so with user’s details it’s easy to call or email or send post whenever required.
Companies do investment in terms of CRM to buy and implement it, but the main concern should be on analyzing requirements and services for the customers in mind. Correct CRM selection will boost company business and customer retention as customers think that company don’t care about them.
CRM applications are developed in a way it can be accessed both on system and mobiles online. So CRM application must be user friendly in use.
Benefits of Using CRM:
- CRM make departmental performance efficient.
- CRM make auditing, training, complaints tracking effective.
- It makes customers oriented analysis effective.
- It is useful for improving Sales and Marketing.
- Reaching company customers services and loyalty possible.
- Latest technology tools make good vision on customer’s relationships and future contracts.
- CRM application ensures productivity output from company side.
- Proper Resource Management is possible.
Disadvantages of Using CRM
- Duplication of tasks may be possible.
- New CRM implementation may take time to make employee user-friendly to use it.
- Lack of Supervisor vision in analyzing critical customers’ needs from any CRM properly, so management must be perfect about using CRM.
- Wrong section of CRM application may lead to complications between customer and company. Effective tools selection should be kept in mind.
- Older employees may not feel comfortable with the time to time updating in existing applications make output less initially.
- Cost of Application may prove costly for the company in case of inappropriate requirement analysis performed before purchasing CRM.
- For existing customers retention it is useful but approaching new customers not possible, only analysis are possible to identify/find approaches to get new customers.
CRM Layout: The following image is describing Customers and an Organization functionality controlled by CRM.
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Types of CRM:
- Operational CRM
- Analytical CRM
- Collaborative CRM
Explanation about Types of CRM:
- Operational CRM:
It is referred to the automation of the customer-facing parts of businesses that is related to products and services. It includes three main areas of business activities such as the following: Computerization, Quality Improvement and Services level modifications. Main focus is on customer support. These applications or software enables to explore customers for Marketing, Sales, and Services.
- Analytical CRM:
Analytical CRM is concerned with exploring customers in terms of analysis that is based on queries with customers, competitors and operational CRM outputs. It is more of Data Mining kind activities. Various rules and methods will be used to improve the relationship between customer and company. It is critical to decision making that is related to product design, pricing and new product creation.
- Collaborative CRM:
It is based on communication with customers and involves direct interaction with customers to get feedbacks and their complaints. Communication can be possible through websites, Email, Telephonic calls, etc. Improving the customers services is the main concern in this CRM.
CRM Software services providing companies
CRM services providing companies available in market are given below:
- Zendesk.
- Freshdesk,
- Silverpop Software
- Salesforce Desk,
- Five9 Cloud Contact Center
- SugarCrm
CRM Software Application Dashboard Examples
![dashboard]()
CRM Application Example on Mobile
![mobile]()