Customer Relationship Management (CRM)

Customer Relationships

What do we mean by CRM

CRM helps users focus on their organisation's relationships with individual people including customers, service users, colleagues and suppliers. When we talk about CRM it might mean any of these 3 things:

  • CRM as Technology
  • CRM as a strategy
  • CRM as a process

Customer Relationships

Why is CRM important?

CRM enables a business to deepen its relationships with customers, service users, colleagues, partners and suppliers.

Forging good relationships and keeping track of prospects and customers is crucial for customer acquisition and retention, which is at the heart of a CRM's function

Customer Relationships

How do different business functions benefit from using CRM?

While the importance of CRM has traditionally been as a sales and marketing tool, some of the biggest gains can come in other areas, such as Customer Service, HR, Supply Chain and Partner Management.

Here's how different business functions benefit from using CRM:

  • Sales team can use CRM to understand their sales pipeline better.
  • Marketing teams can use CRM to make forecasting simpler and more accurate.
  • Customer service teams can effectively track conversations across business functions.
  • Supply chain, procurement and partner management teams can manage relationships better.
  • The HR team can use CRM to accelerate the recruitment process and track employee performance.

For more information regarding our Customer Relationship Management (CRM) please submit your enquiry using our contact page