{"id":5222,"date":"2024-01-26T11:21:59","date_gmt":"2024-01-26T11:21:59","guid":{"rendered":"https:\/\/tst-blog.myenterprise.in\/?p=5222"},"modified":"2025-01-14T08:59:03","modified_gmt":"2025-01-14T08:59:03","slug":"what-is-crm-customer-relationship-management","status":"publish","type":"post","link":"https:\/\/www.bhea.com\/blog\/what-is-crm-customer-relationship-management\/","title":{"rendered":"What is CRM ? Customer Relationship Management Refreshed !"},"content":{"rendered":"

CRM literally expands to Customer Relationship Management. But \u00a0for a typical professional who wants to implement CRM, it has more meanings than simple expansion. CRM is constantly changing its definition. A few years back and for few industries, CRM means\u00a0Customer Support Automation. And sometimes\u00a0CRM is taken as \u201cSales Force Automation\u201d.<\/p>\n\n\n

But in today\u2019s world, when you look at implementing a CRM Application for your organization, CRM means a software tool \/ application that helps in capturing lot of information on<\/p>\n\n\n\n

    \n
  1. Sales Activities<\/li>\n\n\n\n
  2. Marketing Activities<\/li>\n\n\n\n
  3. Customer Support Activities<\/li>\n\n\n\n
  4. Customer Self Serving Collaborating Facilities<\/li>\n<\/ol>\n\n\n\n

    So we can define CRM as a software tool \/ application \/ system that help businesses in capturing data and information associated with prospective customers and customers along with company\u2019s product information.<\/p>\n\n\n\n

    Depending on who interacts with the prospective customers and customers, the data capture and activities associated with changes.<\/p>\n\n\n\n

    CRM For Sales Force Automation<\/h2>\n\n\n\n

    So CRM for a sales team<\/strong> is all about capturing the data and information<\/strong> collected by sales team members and sales team member activities. They store all the prospect details and the calls and meetings made with prospects and customers. <\/p>\n\n\n\n

    \"\"<\/figure>
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    CRM<\/strong> also acts as the single source of collecting all customer information in one central location.<\/strong><\/p>\n\n<\/div><\/div>\n\n\n\n

    If at all a company is generating leads from multiple sources, CRM captures that lead information<\/strong> and facilitates access to the corresponding sales team. And sales team can manage their sales opportunities so that they can plan on what to concentrate on the immediate term, medium term and long term.<\/p>\n\n\n\n

    So CRM for Sales Force Automation<\/a> is all about Leads, Contacts, Accounts \/ Companies, Opportunities, Calls, Meetings, Tasks and Quotes.<\/p>\n\n\n\n

    <\/span>
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    Boost Business Growth and Enhance Your Capabilities\u200b<\/h2>\n\n\n\n

    Sugar Sell Essentials empowers you to stand out and compete successfully, even when up against larger brands, all while operating within a budget-friendly framework.<\/p>\n<\/div>\n<\/div>\n\n\n\n

    \n
    <\/div>\n\n\n\n
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    Contact us for a Quick Demo!<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

    CRM for Marketing Automation<\/h2>\n\n\n\n

    CRM for Marketing Automation<\/a> has all together a different meaning. It is all about tracking their marketing activities. Typically marketing teams talk about Targets, Target Lists, Campaigns, Different types of Campaigns like Digital Marketing Campaigns, Exhibition participations, Leads, Return on Investments on Campaigns etc.<\/p>\n\n\n\n

    \"\"<\/figure>
    \n\n

    With CRM Marketing<\/strong>, team members can maintain the data and information<\/strong> about their Targets and Target Lists.<\/strong> They can plan their New Letters with Email Templates and Email Campaigns.<\/p>\n\n<\/div><\/div>\n\n\n\n

    They can plan their physical and digital marketing campaigns in the CRM and see how they effective they are and plan the ROI.<\/p>\n\n\n\n

    They can generate leads and easily pass those leads to the sales team for closure or run telephonic calls to qualify them and hand over. Overall CRM for Marketing<\/a> team has a different meaning when compared to CRM for Sales Teams.<\/p>\n\n\n\n

    Even though literally CRM means \u201cCustomer\u201d Relationship Management, today it includes your relationship with a customer before he even became your customer.  Or the CRM Software solution starts capturing data and information along with the activities before even a customer becomes a customer or it is literally used for relationship management of leads \/ prospects and even targets.<\/p>\n\n\n\n

    CRM For Customer Support Automation<\/h2>\n\n\n\n

    But traditionally ( I can say long long time back) CRM means Customer Support Automation<\/strong>.  So let us look at what it means by CRM for Customer Support Automation<\/a>. In this case CRM captures or gets all the customer data along with the products \/ services they have taken. And if customer has any issues the customer support team captures each of this issue as a \u201cCase\u201d or \u201cTicket\u201d or \u201cTrouble Ticket\u201d<\/strong> and allocates to the corresponding team members or customer support executive<\/strong> who has to solve it for the customer.<\/p>\n\n\n\n

    \"\"<\/figure>
    \n\n

    All the interaction from the executive to the customer and from the executive to the internal team is captured in the CRM as activities.<\/p>\n\n<\/div><\/div>\n\n\n\n

    The emails, tasks, calls, meetings and documents that are shared during this communication is captured at one single location called CRM.<\/p>\n\n\n\n

    As the number of customers for each company have increased, a new phenomena has arrived whereby customers are given a web portal where they can access the product related information as well as raise their own tickets \/ cases. As and when the company updates information about the Issue, customer directly goes and checks after he gets an alert.<\/p>\n\n\n\n

    \"\"<\/figure>
    \n\n

    An important extension to this is, thinking that our partners \/ distributors does most of the selling \/ support on behalf of the company. In these kind of scenarios CRM is extended with access to partners with limited information sharing \/ exchange through the system.<\/p>\n\n<\/div><\/div>\n\n\n\n

    And a Customer Self Service Portal<\/a> becomes a partner portal with access to the customer who have come though the partner.<\/p>\n\n\n\n

    Social CRM<\/span><\/h2>\n\n\n\n

    Today\u2019s world with new digital communication platforms like Facebook, LinkedIn, Twitter the CRM has transformed into Social CRM. A Social CRM offers features like chat facility among your team members and can also pull lot of social media information directly into the CRM Application.<\/p>\n\n\n

    \n
    \"\"<\/figure>\n<\/div>\n\n\n

    The same platform should help a collaboration engine for all these three different division\/departments to interact with each other and share information. <\/p>\n\n\n\n

    \"\"<\/figure>
    \n\n

    Even though the definition is simple, in today\u2019s market, companies are unable to get the expected Return On Investment (ROI)<\/strong> without bringing the execution engine into the game like Order Management, Service \/ Product Delivery, etc.<\/p>\n\n<\/div><\/div>\n\n\n\n

    When an organization optimizes its marketing and sales departments and if it does not optimizes it\u2019s order execution engine, it becomes a big bottleneck for the growth. Customer feels that as long as he was a prospect the company was very actively engaging but the moment an order is placed, the engagement level drops. For this reason most of the companies their CRM definition beyond the above three and include some part of Order Execution like Order Management and Product \/ Service Delivery.<\/p>\n\n\n\n

    We can definitely say CRM is a software application platform that acts as a collaboration engine for customer facing  divisions \/ departments to interact with each other as well as with the customer.  <\/p>\n\n\n\n

    \"\"<\/figure>
    \n\n

    The platform facilitates standard interfaces that capture data\/information about customers, contacts, activities as well as workflow automation features that can automate some of the tasks.<\/p>\n\n<\/div><\/div>\n\n\n\n

    CRM is constantly changing its definition and expanding slowly. If the company that is implementing CRM comes under small and medium business, it covers everything or as much as possible to run their business. Since the current CRM applications have expandability as a feature, they can be extended to include most of the automation of a small and medium business.<\/p>\n\n\n\n

    SugarCRM<\/a> is one of the leading CRM where we can see most of the features mentioned in the above blog.<\/p>\n","protected":false},"excerpt":{"rendered":"CRM literally expands to Customer Relationship Management. But \u00a0for a typical professional who wants to implement CRM, it…\n","protected":false},"author":5,"featured_media":7386,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"two_page_speed":[],"csco_singular_sidebar":"","csco_page_header_type":"","csco_appearance_masonry":"","csco_page_load_nextpost":"","csco_post_video_location":[],"csco_post_video_location_hash":"","csco_post_video_url":"","csco_post_video_bg_start_time":0,"csco_post_video_bg_end_time":0,"footnotes":""},"categories":[41],"tags":[],"class_list":["post-5222","post","type-post","status-publish","format-standard","has-post-thumbnail","category-crm-implementation","cs-entry","cs-video-wrap"],"yoast_head":"\nWhat is CRM ? Customer Relationship Management Demystified<\/title>\n<meta name=\"description\" content=\"CRM literally expands to Customer Relationship Management. Understand the meaning of CRM from the perspective of customers and employees.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.bhea.com\/blog\/what-is-crm-customer-relationship-management\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"What is CRM ? Customer Relationship Management Demystified\" \/>\n<meta property=\"og:description\" content=\"CRM literally expands to Customer Relationship Management. 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