What is CRM? (customer relationship management)
In a nutshell CRM is the tools, processes and activities associated with effectively managing customer contacts. Effective CRM is much more than a customer list:
- CRM is sales cycle management. Driving leads through the sales process towards becoming paying customers.
- CRM systems improve the value to customers by helping companies better manage customer touch points.
- CRM requires a holistic approach in order to be truly effective. CRM is not a software "magic bullet" that solves all sales issues and instantly creates customers. Rather, CRM requires active participation from sales and support staff, management, and IT. CRM also requires effective processes tailored toward your business and market. Finally, CRM requires a flexible solution (software & implementation).