Week 6: What is CRM ? where does it stand in my business web?

November 7^th, 2018
By M.Tourabi


             Customer-relationship management

C.R.M - Customer relationship management & its means to improve the customer retention and driving driving sales growth.

C.R.M typically refers to the practices ,strategies and technologies that the company use to manage and analyse their interactions and data throughout the customer life cycle ( Tech target Margaret Mouse, January 2018).

C.R.M takes form in the communication between the customer and the company which would include the company's website, telephone,live chat, marketing materials and social media . Also, C.R.M provides customer-facing staff with detailed information, purchase history, buying preferences and concerns of the customer to help them achieve  effective communication.

Having a discussion of C.R.M has been insightful for me to plan to reach my segmented market better. I understood that It is very vital for a business to learn  its clienteles needs to achieve its best potential sales. This can be achieved through performing surveys, live chat and all forms of communication and interactions.

References:

• Salesforce.com. (2018). Beginner's Guide to CRM Systems. [online] Available at: https://www.salesforce.com/uk/learning-centre/crm/crm-systems/ [Accessed  29 Nov. 2018].
• Hillsberg, A. (2018). Best CRM Software Reviews & Comparisons | 2018 List of Expert's Choices. [online] Financesonline.com. Available at: https://crm.financesonline.com/uk [Accessed 29 Nov. 2018].