Customer satisfaction has always been a critical aspect in the pursuit of corporate goals and objectives. The current competitive market environment is fostered by some major factors like the globalization of the econ­omy and the rising customer expectations for quality, service and value. Consequently, they have promoted many compa­nies to organize and manage their business around the customers they serve, rather than around the product/services or geographic business units. 

What is CRM?

CRM – Customer Relationship Management refers to the strategies, technologies, and practices that companies use to manage and analyse interactions with their customers and potential customers.

At its core, CRM is designed to help companies build better relationships with their customers by understanding their needs and preferences, anticipating their behaviour, and providing personalized services and experiences. By doing so, companies can increase customer loyalty, retention, and satisfaction, which can lead to long-term profitability and growth.

Customer Relationship Management seeks to increase customer worth by creating and maintaining strong ties with clients of high value. Data warehouses and data-mining tools are used to create customer-centric strategies that will endure over time.

How to build CRM?

There are several techniques that companies can use to build a strong CRM system. Some of these techniques include:

• Collecting and analysing customer data
• Creating customer segments
• Implementing a multichannel approach
• Providing personalized service
• Continuously improving the customer experience
• Empowering employees

Why is CRM important for a company?

CRM is more than just a business concept. It envisions strong interpersonal bonds which drive business to new heights of success. It is quite essential for long-term success in today’s competitive business environment.

The more refined strategies used to implement customer relationship management, the stronger and more profitable the business. 

Key benefits of CRM include –

Improved customer service:

CRM allows companies to understand better their customers and their needs, which can help them provide better customer service and support.

Increased efficiency: 

CRM tools can automate many routine tasks and processes, such as data entry and lead qualification, saving time and improving efficiency.

Better collaboration: 

CRM systems can help different teams within a company, such as sales, marketing, and customer service, collaborate more effectively and share information more easily.

Enhanced customer insights: 

By tracking customer interactions and analysing data, CRM can provide valuable insights into customer behaviour and preferences, which can help companies make better business decisions.

Retain Customers:

In the current competitive landscape, businesses face a major challenge in keeping their customers. Customer Relationship Management (CRM) offers a solution for businesses to build and sustain connections with customers over a long period.

Cost-effective:

CRM in many ways influences cutting down expenses. It reduces the need for manual labour in businesses as the database is stored digitally, resulting in lower manual labour. It also reduces the amount of paperwork involved in various processes.

As far as marketing is concerned – To ensure that you succeed in your business, you need to be in constant touch with the needs and concerns of your Customer, no matter what product or service your business offers. As Jack Ma once said – “Forget about your competitors, just focus on your customers”.

Bringing your customers on a sloppy, unorganised website or frustrating them with poor customer support service is simply wasting your marketing budget. 

To drive your business forward and become an expert marketer MIT School of Distance Education offers a Post Graduate Diploma in Marketing Management that equips you with the latest marketing skills and all the concepts of ever-evolving digital marketing. 

MITSDE’s PGDM in Marketing Management upskills you in product development and design, managing customer and business relationships, brand and product management, marketing services, and more. Learn from industry experts and get 360-degree career support with MITSDE.