What is Customer Relationship Management?

customer relationship management meaning & importance

CRM or Customer Relationship Management is a strategy many businesses use to form an interactive relationship with their customers or the probable leads. The CRM software allows the companies to manage and organize the operations, it also helps them to maintain constant contact with their customers and get leads on the projects. With appropriate leads and operations, a company can increase its productivity.

When we talk of CRM, it can act in any of the three ways or all three ways.

  1. Customer Relationship Management used as Technology – the CRM technology can be used in the companies where the data that is stored on cloud can be used to analyse the records, report and interact with the company and the users. This process is also called as the CRM solution, where it is used within the company too, to analyse statistics.
  2. Customer Relationship Management used as a strategy – the CRM is used as a strategy where it is used to manage the contacts with the customers, the relation with customers, and getting leads from them.
  3. Customer Relationship Management used as a process – the CRM is often used as a process to get leads from the customers that help in the growth of the business.

The most important thing in any business is communication with its customers. With the use of technology like CRM software, it has now become easier to maintain records of the customers. Thus technology is giving way to the conventional means of communication and is helping the companies keep a better track of their customers.

What Exactly Customer Relationship Management software does?

CRM software helps companies record customer contact information, emails, phone numbers, and other social media profiles. The CRM software also helps to gather the personal preferences of the customer so that you can use it to form the records of the customers and understand your relationship with the customer over time.
Thus what CRM software does is arrange the information and surfaces the selected information so that you can use that information in conversations to form a better relationship with the customers.

What is the importance of Customer Relationship Management in a business?

CRM software helps you get insights into your business. If you use Customer Relationship Management software as a technology to upgrade your business analytics, you can use the software to get detailed reports of the various departments of your business, say the sales team. You can keep a check on the performances of the team. With this, you can measure the steps you need to take to boost the business activity.


When you are using the CRM software as a strategy to upgrade the business, you can increase the reach of your business, as the tools in the CRM software allow you to collaborate with different platforms which can get you leads and turn them in potential customers.

The Benefits of Customer Relationship Management (CRM)

A properly processed and operated CRM has more benefits than one can count. It not only helps in maintaining better customer relationship management, but it also helps to monitor the activities of the teams in the company and also the interests of the customer. Here are a few benefits of implementing the CRM software:

  • Better client relationships – the prime thing for which the CRM software was developed was to upgrade relationships with the client. It gives you information about the client and thus helps you to develop a deeper relationship with your client.
  • Improved marketing strategies- By gathering the information about your client, you get an overview about the needs of the client. And the more you know what your client wants, the better it is to practice those services. So by analyzing and keeping the records of the customers, the software helps you know the client requirements.
  • Staff Satisfaction- an updated CRM gives accurate data of the clients and his requirements. The company staff can thus know more about the client and does not have to dig in. So the more the employees know about the client, the easier it is for them to work. This fulfils the requirements of the client and keeps them satisfied.
  • Increase in profitability- when everyone gets familiar with the use of Customer Relationship Management, you can then use it to increase the productivity, thereby increasing the profitability. With a check on the services and the analytics, you can implement any new strategies and also provide additional services. This increases the profitability and the revenue.

Thus CRM software is a very important and effective tool for the running of businesses. It helps in analyzing the statistics to an accurate number so that you can keep a check on the growth of the business, it keeps in check the customer relations and generates leads and also helps in increasing the profitability and revenue of the business over a while.

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