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CRM (Customer relationship management)

What is CRM (Customer Relationship Management) and its advantages

The term CRM stands for Customer Relationship Management.

It is an application designed to manage customer relationships, generally focusing on three basic areas: sales management, marketing and after-sales service (customer care).

1. Uses of a CRM

The main use of a CRM is to unify in the same tool the different processes/actions whose ultimate goal is to improve customer service and relationships: from customer acquisition, conversion and loyalty (recurring purchases and cross-selling, as well as personalization of offers).

Working with a CRM that meets a company’s needs puts it in a position to design and implement marketing and email marketing campaigns with better results.

2. Advantages of using a CRM

The truth is that an effective CRM offers many advantages, but if a company has a sales department, using a CRM is vital for business management.

Among the general advantages of using a CRM, we can list the following ones:

  • It helps to create and apply new sales funnels.
  • It can automate administrative work.
  • With web forms or chatbots, CRMs bring us closer to new customers.
  • They make it easier to manage customers by email and mass mailing campaigns.
  • They facilitate follow-up and customer loyalty.
  • They measure the performance of sales teams.
  • A good CRM will allow sales opportunities to be identified.
  • It can provide reliable, real-time metrics.
  • As well as boost customer relationships.