CRM How to manage your CUSTOMER relationship?

CRM: the ideal solution for managing customer relations.

Find out how and why you should integrate CRM (Customer Relationship Management) into your business, and why it’s so important for managing customer relationships and enhancing your brand image.

What is a CRM tool?

CRM (Customer Relationship Management) is software used to facilitate the management of interactions and exchanges between a company and its customers throughout the product or service lifecycle, from prospecting to after-sales, including purchase, use of the product or service, customer support, and eventually customer loyalty.

Aiming to create a good customer relationship through effective communication and a prompt, appropriate response to their concerns.

What characterizes CRM?

In our opinion, three concepts characterize it:

·      Internal: teams from various departments can use it to document, monitor and evaluate interactions between the company, its customers and suppliers. This not only promotes internal communication, but also enhances the quality of services and products.

·      Strategic: in marketing and sales terms, it strengthens relations for customers loyalty objective, creates a positive experience and promotes communication.

·      External: helps create and maintain lasting links between a company and its collaborators, with the aim of meeting their needs and creating value for both parties, and facilitating a company’s interactions with its customers.

Why is CRM important?

As companies move towards digitizing their customer relationships, in a single tool, which translates into a more efficient and streamlined process, collecting, Proven from various communication channels;

such as social networks, e-mails, the website, etc. This collected information can be invaluable, providing a deeper insight into customer expectations and therefore a better understanding.

CRM can also be used to automate specific tasks, such as the transmission of newsletters or order tracking notifications. It can be combined with other tools used by the company, such as the customer management system (SGR), the production management system (ERP) or the supply chain management system (SCM), enabling the company’s overall management to be fine-tuned.

So, now you know everything there is to know about this constantly evolving and improving tool. As a result, we can conclude that the benefits it brings are far from negligible, and are becoming more and more vital in the life of a company.

Written by Ines Berkat

Revised by Zeyneb DEKKAK