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Customer Relationship Management and Organizations

CRM – and why Customer Relationship Management may be key to long term success of organizations

Customer Relationship Management (CRM) Platform for long Customer Relation

You must have been called by some executives enquiring about you and trying to give out offers to you. Or you yourself intentionally must have enrolled to in their Loyalty program which spreads out a trap of cash backs and offers and you end up getting enrolled into them and then you find messages ringing many a times with offers and maybe sometimes calls. Did you ever wonder what and how are these companies keeping a record of all your Birthday and providing you offer? CRM is what helps them to please you and get into a deal. Every company tries to get hold of a long relationship with the customers and the CRM is one such boon to help them out with this.

CRM, the most uncommon term for a normal person. Customer Relationship Management, will it either ring a bell? For a few, this may relate to providing customers with service like as in Customer Care. This is somewhat correct. CRM or Customer Relationship Management is much vaster than this Customer Care and stuff. It involves services managing relationships and data of the customers so as to analyse them and improve Customer Business Relationship. Today in this digitised world where every work is done via internet and computers CRM has been proved boon to the companies, which has boosted up their quality of service and thus increased their brand value. CRM keeps an organised data of all the customers, their preferences, customer communication history and many more so that the company may get back to these titbits so as to increase the quality of service. The companies holding a CRM do get a much more benefit as they get to know the new trends among the customers and their preferences.  Before CRM came into life ERP’s were in use. However it has many a times misunderstood as an IT service which is completely false as the software only facilitates the working of CRM properly and the main work is done by the people by structuring the CRM.

Let’s take an instance. Whenever you call a customer care executive, that guy is already armed with CRM on his computer screen in front. As soon as your call is diverted to him/her, all your information pops up to his screen directly or by question and answer which you must have been asked for many times like Name or mobile number. This screen has all the information related to the transactions and communications done between the customer and the company. Right from the Products you bought, to the calls you made to the company regarding some feedback or complaints. So, now you know how much crucial it is for a company to be prepared with CRM.

Today there isn’t a country in the world which hasn’t taken up steps to keep up with the growing technological advancement and so does their entrepreneurs and firms. The use of CRM has boosted up in this decade. Today, each and every firm want to keep an eye on the customers so as to track them down on their habits and the trends in the market. Few of the Reasons why CRM has become a core issue of a company are as written below.

  1. CRM helps out to tack down clients. This helps the firms and the companies to keep the clients informed and pleased. Also it keeps track of the complete ongoing trend in the market among the customers.
  2. CRM technology has given a big boost to the companies so as to maintain and track the profits and keep an eye on the expenses too.
  3. CRM has become an important constituent in providing an outline to the companies so that they can plan out their strategy of marketing and sales.
  4. This service also has improved the customer response rate and customer service. This has also improved loyalty of customers towards the firms or the company.
  5. CRM not only helps to keep the database of the old customers but also helps in acquiring new customers too. The CRM gets the details from the customers and the customer executives try to make business out of them by calling them and convincing them to say a yes.
  6. Besides these the CRM keeps all the statistics and data on the fingertips so that whenever it is needed it can be produced quickly which adds up to its brilliant help for the company.

There are a wide variety of CRM services and software that are capable of keeping huge amount of data and collecting the same from the customers so that it is used for the benefit of the company and the customer. In a way, CRM is what keeps the company always on the toe to serve the customer and gain from all of these.

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Tathagat Sarthaka
Hansraj Economics Student DU hailing from Bhagalpur, Bihar, Love to write occasionally, Part time Poet, looking forward to get busy with work....

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