Customer Relationship Management (CRM) – Using Data to Understand Customers and Boost Sales

CRM is a mixture of strategy and technology. It makes use of data to increase sales and better understand customers. Its success depends on the business establishing and implementing a clear plan for using CRM tools.

CRM is a computer program that allows businesses to store data about prospects and customers and monitor interactions to automate marketing campaigns and generate reports. It lets companies communicate and interact with customers and prospects through a variety of channels, including email, text message, and other social media platforms.

CRM is not just for sales. It can be used in any department within a company. For example, the billing department can use CRM to track sales commissions, review contracts and reconcile projections with actual revenues. Marketing departments can also use it to identify trends that can help them better target customers.

Each time a sales staff interacts with a client or meets a new lead, or follows up with an existing lead, they produce a flood data. Traditionally, this information was put into analogue or unconnected devices like laptops and notebooks or was merely stored in team members in their heads. CRM systems allow data to be collected and stored in a central place that can be shared instantly with all company representatives, no matter what channel they are using.

The most advanced CRMs now integrate AI and machine learning, which can interpret data and provide actionable information for every chance. The business can then optimize their customer experience and increase engagement to improve retention and loyalty.

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