Customer Relationship Management (CRM) is the tools and methods to collect, centralize, and analyze customer and prospect information for the purpose of developing loyalty and service. that you could offer them. CRM tools allow you to focus on your day-to-day business, telling you what you need to bring the highest level of customer satisfaction. Beyond the simple commercial functions, the CRM applications make available to you applications totally adapted to your activity.
CRM definition: improving customer knowledge
A new generation CRM application should alert users of the application of important events in a customer’s life. The CRM makes it possible to define rules and indicators making it possible to go back to the service concerned, the information considered as critical. The CRM integrates into the heart of the enterprise information system and simplifies the centralization of information from across the enterprise (ERP, business management, accounting and recovery). You can make a visit to bpmonline.com/crm/customer-relationship-management and get the essential supports for the same now.
A CRM structure and centralizes
CRM centralizes all interactions with your customers, prospects, more widely with your eco-system. All this information is stored in your CRM, so that you can have a consolidated view of your customers at all times. With this centralized information you are able to provide the answers expected by your customers and thus improve their loyalty.
The CRM integrates each contact, each incoming request that it concerns the commercial service, the service ADV or the accounting. The objective is thus, even under conditions of mobility, to bring the expected answers. The CRM provides you with the indicators you need and alerts you according to the scenario you determine.
CRM becomes the source of information for the conquest of your future customers by working on your contact bases, providing and communicating content through native marketing features (newletters, e-mailings, surveys, polls.)
You also manage the invitations to your events simply, without multiplying the number of spreadsheets.
CRM makes it easier to access information
When setting up your CRM, it’s often a small revolution for internal teams. Indeed, for CRM to be useful, teams need to understand the benefits of sharing information. Whether part of the sales department, customer service or after-sales service, everyone works together to improve customer satisfaction.
The CRM also allows the company to maintain the knowledge of the relationship with a customer, which teams can also be evolved. Without a simple and collaborative application, information gets lost and monitoring is not optimized.
It is therefore important to identify the added value that a CRM application brings, but this requires a strong involvement of the teams for a good provision of customer information.
Today, with the possibilities offered by mobility, it is crucial that everyone has access to their customers’ information, new requests made, and the ability to enter a report outside the office. These cases of use were often very theoretical before the arrival of smartphones and tablets. Now these new tools allow for great mobility and new ways of interacting with customers.