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What is CRM? – Back to Basics

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The year is now 2015 and the business world is more competitive than ever before. This is an exciting time for those who are ready for the changing world, but also a very scary time for businesses who are falling behind. Customers in today’s world expect quick results, they want quality and want to feel special. They want information about products and services at their fingertips and at all hours of the day and night. We live in the world fast paced information, if we cant get it quickly from one we will find the one who can.

Customer Relationship Management (CRM) software is a tool businesses use to stay on top of customer’s needs; it is a way to ensure relationships stay intact. To succeed in today’s world, it is important that all departments of an organization provide customers a common message. This message may simply be that “we care about our customers”.

CRM is not just a gWhat is CRM 2lorified rolodex. It is designed for sales representatives, but is a tool that can be utilized across all departments of an organization. Your sales department, marketing, finance, service and admin staff all communicate to your customer. They do this via phone, onsite appointments, online web based meetings, emails, text messages and more. This concept of all these methods of communication from all these individuals are defined as the 360 degree view of a customer.

In order for organizations to provide a quality and continuous level of communication, a CRM system is the essential tool they need. It collects the critical information from all of these points of contact so they can be referenced by others. For example, the finance department will want to know when there is an ongoing service request. This will provide insight on why an invoice hasn’t been paid.

Organizations expand CRM beyond the development of customer relationships, the list below is just a start to what organizations track within their CRM:

What is CRM 1

Keep in mind all these functionalities exist in one CRM solution saving organizations the hassle of having various different programs trying to work together, in CRM they are all the same program. When moving your organization into the second half of this decade don’t fall behind and remember if the customer can’t get the service, product or solution they want from you they will find someone who can. Talk to Ledgeview about a CRM solution tailored to your organization to help keep you ahead of the game.

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