Customer relationship management or (CRM) are methods that companies use to interact with customers The methods include employee training and special purpose CRM software. There is an emphasis on handling incoming customer phone calls and email, although the information collected by CRM software may also be used for promotion, and surveys such as those polling customer satisfaction.
So, just who is using CRM? Everyone!
✓ A CEO or sales manager uses CRM because they want to know
what the salespeople are doing and how successful their efforts are.
✓ An administrative assistant uses CRM to automate routine tasks
and to keep a schedule of various tasks and activities.
✓ A salesperson uses CRM to make sure that she’s following up on
all her prospects.
✓ Customer Service representatives use CRM to make sure that all customers
are happy customers.
✓ The IT department uses CRM to help prioritize — and resolve — any
computer-related issues that the staff might encounter.
✓ Tech Support uses CRM to track and follow through on customer
problems.
✓ The Marketing department uses CRM to send mailings and marketing
campaigns — and to measure their success.
So what kinds of businesses use CRM All kinds!
✓ Manufacturers who need to organize any problems that their customers
might encounter, and keep track of any known product defects.
✓ Financial planners who need to track very detailed information on each
of their clients.
✓ Businesses in any industry looking for software that can automate their
business and make them more productive in less time.
✓ Large businesses that want to improve communication among employees,
track their leads, and keep their customers happy.
✓ Small businesses that have to rely on a small staff to complete a multitude
of tasks.
