A Complete Guide to Customer Relationship Management System and Its Importance

CRM (Customer Relationship Management) is a term that refers to the business systems that are designed to manage customer interactions. A CRM system is mostly used by sales people and it likely features Sales Force Automation.

The major aim of it is to help you in developing customer relationships, enhance customer loyalty, and drive business growth. When talking about CRM, people usually refer it to a CRM system which is a tool that helps with the sales management, contact management, productivity, workflow processes, and much more. Let us know more about it in the following sections.

Few basics on CRM system you need to know

If you are into dealership business, investing in an Automotive CRM system can be the best choice for you. It is basically an IT platform that stores your entire customer data as well as interactions with them that can be generated across many channels.

It may include the contact details that are collected from the emails, your website, marketing, meeting notes, etc. The main attraction here is that everything that you need can be accessed right from one place. It gives you visibility of sales pipelines.


CRM systems compile the customer data across multiple channels or point of contacts between customer and company including live chat, direct mail, social media, company’s website, and so forth. These systems can even provide customer-facing staff detailed information on the customer’s purchase history, personal information, concerns, buying preferences, and much more.

CRM Components

  • Sales force automation

This tool tracks the customer interactions as well as automates particular business functions of sales cycle that are required to follow the leads and acquire new consumers.

  • Location based services

Some of the CRM systems include technology for creating geographic marketing campaigns on the basis of customer’s locations. Sometimes, it even integrates with some of the popular GPS applications. Geo-location technology can even be used as networking or contact management tool to find the sales prospects on the basis of location.

  • Marketing automation

CRM tools having marketing automation capabilities can easily automate those mundane and repetitive tasks to improve marketing efforts at different points in lifecycle. For instance, as the sales prospects come in system, it may automatically send prospects marketing materials through social media, email, etc.

CRM systems can work at its best when the companies can spend time in cleaning up their current customer data to eliminate the incomplete and duplicate records before supplementing CRM data with the external information sources. Now, you know everything about CRM systems!

December 2018
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