Customer Relationship Management (CRM) is system built to help businesses manage their entire business in order to deliver more value to the customer. It’s using technology to streamline the sales, marketing and customer service functions, simultaneously informed by existing data and gleaning new data to inform future interactions. CRM system aims to create an exceptional customer experience that results in a lastingly positive impression, which can greatly improve a companies’ reputation, resulting in increased sales.
Modern CRM systems are increasingly about how to use big data analytics to gain a deeper level of customer insight than was possible a decade ago. To earn customer loyalty, organisations have to learn about customers’ habits through an increasing array of channels: the web, mobile, email, social media, e-commerce, contact centres and through bricks and mortar outlets. Read full article at business2community.com