Customer Relationship Management
Customer Relationship Management (CRM)
Effective customer retention begins with knowledge, and in today's economy, organizations can't rely on old (or no) technologies to maximize their existing customer relationships.
Customer Relationship Management software (CRM) allows organizations to track and leverage customer interactions to respond to customers more quickly and efficiently. CRM also helps businesses automate routine tasks and store information in a way that is integrated with the rest of the business.
CRM Key Features
Some of the most important things a CRM will help you do are:- Focus on existing customers
- Maximize revenue opportunities
- Increase the quality of your customer interaction without increasing headcount
- Reduce operational cost by enabling efficiency
- Optimize existing IT assets by integrating customer data into business systems
Integrating a CRM solution with other applications such as enterprise resource planning (ERP), billing, and inventory management systems is important in adding value to customer-facing activities.
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Pipeline Information in Dynamics CRM
Giving sales representatives access to inventory data can increase customer satisfaction and integration to billing systems can allow managers to easily identify delinquent accounts.
An enterprise-caliber CRM can also enable workflows, so organizations can create processes linking different systems. For example, when product shipments are delayed, a linked eCommerce site and a CRM should be able to send notifications to the customer, or even create a service incident for a call center.
Want a hosted CRM? Learn more about Dynamics CRM Online.
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