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Informative Articles

Coaching for Success
Coaching is perhaps the most effective method of increasing performance available to managers, team leaders, and colleagues. This article defines coaching and outlines a process for effective coaching. Coaching Defined Coaching is perhaps...
Find Out Why a Potential Customer is Calling on You
Build rapport with potential clients easily. Our challenge as the business owner/sales person answering the telephone, is to build rapport with the caller quickly and easily. In most cases, the caller has been told something about you and...
Industry Pro Interview: Branding – Turning Your Customers Into Evangelists
by Karon Thackston © 2001 http://www.ktamarketing.com When you say the word “branding”, most people think USP (unique selling proposition). However a USP is far from the equivalent of a brand as we’re about to find out. What is branding? Is it just...
New Habits, Rebounding Economy Help To Sell Giftware and Collectibles
Just a few years ago, when one thought of a home-based sales business, Tupperware, Avon and a host of multi-level marketing schemes might have come to mind. Today, however, changing market conditions and evolving consumer habits have converged...
Whatever Happened To Customer 'Service'?
Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively...
 
CRM 101: Customer Relationship Management for Beginners

Customer Relationship Management, abbreviated “CRM,” is the term for a business strategy that is designed to improve customer service. CRM is also designed to increase customer satisfaction and gain new customers, thus increasing a business’ revenue. CRM is a term that can be applied to software and an entire business strategy.

How Does CRM Work?

Essentially, CRM works by gathering information about customers and analyzing the information collected. An example of this would be supermarket discount cards (I.E. Kroger Plus Cards, ACME cards, Giant Eagle cards, etc...). When a consumer scans his or her card, and then his or her items, the items that customer bought are entered into a database. This gives businesses an accurate idea of which customers buy what. Businesses then analyze this information. After analyzing the data collected, businesses can adjust their marketing campaigns and increase sales. Customer Relationship Management brings the company closer to the customer. CRM closes a “relationship gap” that can be formed between the business and its customers.

CRM is also useful for customer service. Businesses can use automated CRM applications to analyze customer complaints, or compliments, and change the business processes accordingly. Interestingly enough, CRM products also run many automated call-centers for businesses (I.E. customer service systems). CRM applications and practices are used to make businesses more efficient and improve customer satisfaction.

What Can a Business Gain From Using CRM?

There are many goals that businesses have when implementing CRM techniques and applications. The business wants to improve customer service, which will subsequently improve customer satisfaction. The business also wants to maximize revenue by advertising the


right products to the right people. In other words, businesses want to know what customers want. Once a business finds what a customer wants through a CRM method, the business can then provide the customer exactly what he or she desires. This will lead to returning customers, and the gaining of new customers. CRM processes also are designed to monitor all of the contact between customers and companies. Maintaining a positive relationship with one’s customers is an essential element in business. Well-rounded CRM works to ensure that this element exists.

CRM Applications

CRM applications are applications that run on the same principals as Microsoft Word and Excel. There are many values that can be filled in. Once these values are filled in, the data needs to be analyzed and interpreted. A major advance in CRM application technology is the invention of applications, which can collect data, and analyze it at the same time. This new technology will make CRM even more effective and efficient.

Conclusion

For any business, successful Customer Relationship Management navigation is becoming increasingly important in today’s competitive business world. Customer expectations are always increasing, and business services must increase along with these expectations. CRM is the method through which businesses can connect with their customers and therefore serve them better. Businesses with successful CRM strategy and applications will notice a large increase in sales, customer satisfaction, and simply the overall success of the business.

For the latest news and information concerning CRM, visit http://www.crmblog.org. This site is updated daily by Mr. Scott Hawksworth.

About the Author

Scott Hawksworth is a writer for a CRM Blog.

 

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