WHAT IS A CRM? ADVANTAGES OF APPLYING IT IN YOUR BUSINESS
Escrito por Sofia Natale
December 7, 2023
Discover what a CRM is and what impact it has on your business.
The term “Customer Relationship Management” or “Customer Relationship Management”, better known as CRM, is an approach to managing a company's interaction with its current and potential customers. It is the combination of practices, strategies and technologies that companies use to analyze and manage customer interactions and data throughout their lifecycle, with the goal of improving customer service relationships, helping to retain customers. and drive sales growth.
What is a CRM for?
As we mentioned previously, CRM systems collect customer data through different channels or touchpoints between the customer and the company, and can also provide customer service personnel with detailed information about personal data, purchase history , purchasing preferences and customer concerns.
CRM: Meaning and Use Cases
Understand what is a CRM It is essential, since its main purpose is to ensure that companies learn more about their target audience and how to better satisfy their needs, obtained through the CRM approach and the systems used to facilitate it. These collect data from a number of different communication channels, such as a company's website, telephone, email, live chat, marketing materials and, more recently, social media.
Types of CRM
CRM can be divided not only into different areas, but also into four components, each used by each department according to their needs. These components are:
Commercial CRM - CRM for Sales
What is a CRM for Sales? Today, customer demands have made sales cycles more complex and competitive.
A good CRM for sales is essential as it manages the entire sales cycle, supports the sales team in any location and at the right time, and focuses on ease of use and efficiency.
The tool should be easy to use and contain only the most important data to save time and efforts. It's good to know what a CRM is, as it makes it easy to connect with customers and prospects at all stages of the sales cycle using tools like meeting scheduling, email templates, task boards, and live chat. Automation is a key feature that can help your teams effectively move through the sales process, adding relevant data and meeting business requirements at all stages.
CRM for Human Resources
In an increasingly competitive business environment, human resource management is a crucial factor for the success of organizations. The ability to recruit, develop and retain talent is critical to achieving sustainable competitive advantages.
One of the main benefits of CRM in human resource management is the ability to centralize and easily access employee-related information.
Do you know what a CRM for Human Resources is? CRM can help in managing the entire employee life cycle. By using CRM tools, as a human resources manager you can streamline and automate processes such as posting job offers, managing resumes, and tracking candidates.
Additionally, understanding what a CRM is is essential as it can help quickly identify and address any issues or conflicts that may arise in the work environment, contributing to a healthier and more productive work environment.
CRM in Marketing
What is a CRM in Marketing? Together with Customer Engagement, Customer Service, and Sales teams, Marketing's goals are to generate leads, optimize customer relationships, increase customer loyalty, improve retention, revenue, and lifetime value. of the client.
Regardless of the size of your business and the amount of customer data you have, marketing automation features within a CRM have become essential. Whether it's meeting the complexity of your offering or resolving a low level of marketing resources, automated workflows benefit businesses.
Marketing automation refers to processes that run automatically in response to the activities and behaviors of customers and potential customers. Your marketing team must understand what a CRM is to set up customer journeys to maintain engagement, improve conversion rates, solicit feedback, set reminders, upsell and cross-sell, and enrich the data you have.
CRM and Marketing: How to integrate it into your strategy?
A CRM for marketing simplifies attracting, creating and managing customer relationships. It offers features such as multi-channel campaigns, audience segmentation, personalized messages at precise times, ROI analysis and efficient testing.
CRMs for marketing have gone from being a simple contact database to offering us much more, such as the possibility of collecting, organizing, segmenting and analyzing all customer data in a simple way. And having all your customer data on the same platform will allow you to detect both strategic and operational trends, know what is working and what is not, or the level of customer participation in the different contact channels. Therefore, it is important to know what a CRM is.
Therefore, the ability that a CRM provides to classify your customers according to different criteria allows you to carry out more personalized marketing campaigns and automate certain tasks.
Frequent questions
What is a CRM and what is it for?
Knowing What is a CRM and what is it for It is essential to increase retention and sales growth, since it is software that stores customer data to improve management and interaction with them.
What are the most used CRMs?
– Creatio: Platform to automate the customer journey from start to finish without code and with the maximum degree of freedom.
– HubSpot: Complete software solution to manage inbound marketing.
– OnPipeline: CRM platform designed for sales teams.
– noCRM.io: Design focused on closing sales.
– Zendesk: Its sales CRM is aimed at improving the productivity, processes and pipeline visibility of sales teams.
What is an ERP and CRM system?
Even a ERP (Enterprise Resource Planning) or a CRM are business management solutions designed for specific objectives.
An ERP focuses on the company's internal management, such as finances and inventory, while a CRM focuses on customer data management, including purchase histories and sales and marketing activities. It allows you to collect, organize and analyze data to improve customer satisfaction, drive sales and provide personalized service.
