Hola people! How are you doing today? We
are a good 10 days into the month of April. Phew! It is beyond our understanding
how quickly time just slips through our fingers. We wish it would go slower, and we would have more time to do the many things we’ve been meaning to. One of them
being blogging. we love writing about technology, and we love sharing our thoughts
so that our readers can stay informed. Maybe we should call our act of trying to
stay connected with you FRM (Friends Management System). Don’t you think so?
But whether or not we introduce an FRM to
work with, let’s get into the basics of the already introduced CRM technology
and software. We know most of you reading this is already aware of CRM very
well, but we want to take this opportunity to try and educate anyone who might
not be aware of it. So, let’s begin.
CRM or Customer Relationship Management was
invented to combine strategies, practices and technologies that a company used
to first analyse customer interactions and manage this data in order to improve
and enhance the organization’s relationship with all its existing customers. By
doing so, it became possible and easy to retain old customers, while also
reaching out to so many new clients. If we were to explain in a more simplified
fashion, we wouldd say that CRM is a system that aides in managing an organization's relationship
and interaction with its present and future customers. It uses technology to synchronize,
automate, and organize customer service, technical support, marketing, and sales.
These software systems are designed to
compile customer information across various channels including those on the
company's social media platforms, tele-caller chats, live chat, direct mail, marketing
materials, and website. Also, the staff that deal most with customers directly
can monitor detailed information about their purchase history, buying
preferences,personal information, and quite a many other concerns.
The most common and widely used features of
the CRM software include:
Automatic Marketing: Those CRM
tools that have the ability to automatically market repetitive actions and tasks
to higher the company’s marketing efforts by achieve a farther customer reach at
different phases of marketing, is a key feature.
Automation of the sales force: This
feature of the software called either the sales force management, or the sales
force automation is a tool built to prevent duplication of numbers and efforts
between the sales point and his/her customer. This can be simply achieved
automatically by the system. All it has to do is to track every initial contact
and follow-ups between both parties.
Automation of the contact
center: This feature is designed to extensively reduce the excruciating and tedious
aspects of a customer contact agent's job.Most of the times, it includes
recorded audio instructions and roadmaps that assist in solving customer queries
and the distribution of information, etc. Different aspects of the software’s
tools synchronize with the agent's laptop pc or desktop tools in order to handle
customer questions, doubts and requests.By doing so, the time that to-and-fro
calls usually take can be cut down and the customer service processes can be
Location-based services, or
Geolocation technology: Not every CRM system, but many of them come with the technology
that is enabled to create marketing campaigns based purely on the customers' geographical
locations. This feature also sometimes integrates with the more popular
location-based GPS services and apps. This one can also be used as a contact
management or networking tool and excessively aides in finding sales prospects
based on location-wise search.
That’s all for now. See you soon.