What is CRM customer relationship management?
What is CRM?
Well it stands for customer relationship management. As clear from its name, it deals in maintaining, keeping, improving and developing all sorts of relationships which exist between customers and an organization.
In past, customer relationship management used to have no place in business developments and administrations.
But with the developments and advanced studies, the research has shown that the relation that exists between customers and any organization is of vital importance.
Keeping in view such things, CRM finally made its way in organizations and companies.
Concept and modern era
Now a day, almost each organization has a separate CRM unit in its building which takes care of all the matters regarding customers.
The old concept of customer relationship management used to be like that what an organization must supply or provide to the customers.
But this conventional concept has been replaced by the new concept of CRM which includes mottos like what the customers want and what are their demands.
Focus and goals of CRM
An effective CRM is very important in successful running of any business. Is majorly focuses on keeping the relationships with customers in a good fashion.
It is a vast management system which deals in developing the goals that are common to both an organization and its customers, maintaining the customer support and creating positive image of the organization in view point of customers.
Benefits of CRM
The implementation of CRM takes the performance of a company to higher levels.
It can be justified by the fact that once has been implemented in any company’s structure, this will assist the company in making and developing good relations with its clients and customers.
This in turn will increase the confidence and loyalty of the clients towards that company which will result in a good feedback along with a supportive and increases referral rate.
The availability of more customers and clients to the company will enhance the business of company and this will result in an increased profit.
The financial condition of the company will increase. The only reason for which any person runs his business is to make maximum profit and that reason is well served by successful implementation of CRM in the business.
This justifies the fact that how important a CRM is for any organization.
Features of a good CRM
Now any CRM can be good and bad one if not properly implemented.
A good customer relationship management is identified from the way it enables the organization to serve its customers. If the customers are happy and satisfied with the quality and quantity if the product being delivered to them by the organization then this contributes half in making of good.
The other half of the good customer relationship management is supplied to it with the actions and methodology that a company is using in order to deliver the best to the customers.
If both these things are happening at best then this shows the implementation.
Remember, a good customer relationship management is a separate thing and its effective implementation or use is another so a border line should be drawn between these two to separately focus and work on these two features of CRM.
A good one is all about understanding the needs and wants of customers.
Such a CRM must be capable of maintaining its work progress even in presence of large number customers since each customer has a different way of using the service or product resulting in a different feedback of the same product or service.
Food for CRM
The food for CRM is the feedback that is obtained from the customers. It acts like fuel in running customer relationship management.
Through feedbacks of customers, the customer relationship management units make statistics and later on analyze these to make a path that will direct the company to move in right direction so that a good relationship between an organization and customer is ensured.
A lot of softwares based on information communications technology is being implemented now a day in basic work structure of organizations.