By: Swatil Binte Mahmud, Blogger, Lava Protocols

If you have read any of our previous blogs, you must have read the words Customer Relationship Management (CRM) in them. However, if you are new to this and you are still struggling to find the true meaning of CRM, keep reading!


What is CRM in simple words?

CRM in simple words is the management of relationships with existing and potential customers. It is a technology for managing a company’s relationships and interactions with customers. The goal is simple: Improve business relationships.


What is a CRM system in simple words?

A CRM system comes with a plethora of features that can help manage businesses remotely. It also helps companies to stay connected to customers, streamline processes, and improve their profitability. When people talk about CRM in business context, they are generally referring to a CRM system, a tool that helps with contact management, sales management, productivity, and more.


Still confused? Do not know what CRM does? Unclear about how you could use CRM? Let us take a look at 10 things that a CRM can do, but you did not know.

10 Things You Didn’t Know About CRM:

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1.) CRM knows your customers birthdays: Okay, maybe we won’t send a card or get a cake for your customers. But a CRM system consists of information about customers; historical view, quarries and comments by customers and analysis of existing and potential customers. This helps companies to stay connected and manage interactions and relationships with customers. 


2.) Satisfies customer’s needs, wants and demands: Social media, websites, email, live chat, and telephone all play a role in providing customers with a platform to contact you. Hence, it is very easy to lose track. A CRM keeps track of all these conversations and gives you the larger picture of who the customer is, what they spoke to you, when they called and what they want.


3.) CRM leads to happy relationships: One of the biggest problems that businesses face today is the lack of communication between internal departments. Sharing data, information and insight with each other is very important to run a successful business. A CRM acts as a bridge between your company’s teams, and aids in enhanced productivity and better quality of work.


4.) You will be saving a lot of money: CRM is very cost-effective as there is very less need of paper and manual work. The companies will not have to hire a lot of staff as CRM will do the job for them. For big companies, the technologies used in implementing a CRM system is cost effective and hassle free as compared to the traditional way of doing business with a huge amount of staff.


5.) Not just saving money, CRM helps you to make money: CRM increases customer satisfaction and this increases the chance of getting more business. When customers are satisfied sales increase and so does your turnover and profit.


6.) The warmth and comfort of a centralized hub: All the details about customers and business are stored in a centralized system. CRM streamlines your business processes by integrating the other systems you use and this reduces the process time and increases productivity.


7.) Every day can be work-from-home day: CRM systems are cloud-based, which means anyone with an access to the company’s CRM software will have access to information whenever it is deemed necessary. You can ensure security by limiting access and setting up remote erasure of data. Sales team on the road can check data, update it instantly after a meeting, or work from anywhere while the marketing team can do the same while sitting in office or on the couch at home.


8.) Improved, polished and shiny: A good CRM system gather’s information from a huge variety of sources across your business and beyond. This gives you unprecedented insights into how your customers feel and what they are saying about your organization. This will allow you to spot problems, identify gaps and improve products. New and improved products will help you to achieve customer satisfaction. When customers are satisfied, they will be loyal to you and will choose you forever. Resulting in increasing customer base and ultimately enhancing net growth of your business.


9.) 360 degree attention 24/7: Salesforce is a CRM software which brings companies and customers together. Salesforce gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer. It provides powerful, connected products for improving your marketing, sales, commerce, service, IT, and more. Salesforce will look after your company, customers and products with a lot of affection and attention.


10.) Helps people create better jobs, lives, companies, and communities: When you buy Salesforce, you’re not just buying a CRM platform; you’re joining an inclusive community of over 10 million innovators, disruptors, and community shapers. Also, technology is evolving rapidly and changing the way we live our lives exponentially. CRM software is not the future, but it is the fruit of globalization given to us by the world to enjoy and explore today.


We hope by now you have some idea about CRM, CRM software and Salesforce. The world of CRM is huge and how it has changed our business dynamic is commendable. Keep an eye out for our blogs to learn more about new and exciting things. Above all, we understand that understanding CRM and adopting a CRM can be a major decision, and we are happy to help!


Lava Protocols is an authorized Custella Partner in Malaysia, Indonesia, and the ASEAN region. Need a field service management software? Drop us an email to schedule your demo:

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