What is CRM
CRM methodology enables the organization to understand the customers’ needs and behavior better. It introduces reliable processes and procedures for interacting with customers and develop stronger relationships with them. The process helps organization in assimilating information about customers, sales, marketing effectiveness, responsiveness, and market trends. Then this information is used to give insight into behavior of customers and value of retaining those customers. The whole process is designed to reduce cost and increase profitability by holding on to the customer loyalty.
A good strategy will be to integrate every area of touch point with customers like marketing, sales, customer service, and field support. This is achieved with the integration of the people, process, and technology in the business.