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CRM - Customer Relationship Management

CRM - Customer Relationship Management

Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. In this sense, an organization that values good customer service may spend more money in training employees than the average organization or may proactively interview customers for feedback.

A customer support is a range of customer services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, trouble shooting, maintenance, upgrading, and disposal of a product. These services even may be done at customer's side where he/she uses the product or service. In this case it is called "at home customer services" or "at home customer support."

Regarding technology, products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support.

Customer service may be provided by a person (e.g., sales and service representative), or by automated means, such as kiosks, Internet sites, and apps.

CRM (Customer Relationship Management) is an approach to manage a company's interaction with current and potential customers. It uses data analysis about customers' history with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth.

One important aspect of the CRM approach is the systems of CRM that compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials and more recently, social media. Through the CRM approach and the systems used to facilitate it, businesses learn more about their target audiences and how to best cater to their needs.

CRM helps users focus on their organization’s relationships with individual people including customers, service users, colleagues, or suppliers.

When people talk about customer relationship management system, they might mean any of three things:

  • CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.
  • CRM as a Strategy: This is a business’ philosophy about how relationships with customers and potential customers should be managed. 
  • CRM as a Process: Think of this as a system a business adopts to nurture and manage those relationships.




Compare of products in the category CRM - Customer Relationship Management

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Compare: CRM

Characteristics

CRM Type

Data location

Functionality

Application Type

System customization

Security and administration

Customer base

Customers document flow

Omnicanal communications

Business Process Management

Tasks, timetable, instructions

Gantt Chart

Importing and synchronizing data

Integration with e-mail

Integration with Microsoft Office 365

Integration with DBMS

Integration with the site

Site event and lead source analysis

Budget

Reports

Projects

Free trial (days)

Unique Features

  • Operational
  • Operational
  • N/A
  • Operational
  • Analytical
  • Operational
  • Operational
  • Operational
  • Operational
  • Operational
  • Операционная
  • Operational
  • Analytical
  • Operational
  • Analytical
  • Operational
  • Operational
  • Operational
  • Analytical
  • Operational
  • Operational
  • Operational
  • Операционная
  • Аналитическая
  • Operational
  • Операционная
  • Operational
  • Операционная
  • Аналитическая
  • Operational
  • Analytical
  • Операционная
  • Operational
  • Analytical
  • Operational
  • Analytical
  • Operational
  • Analytical
  • Collaborative
  • Operational
  • Operational
  • Analytical
  • Operational
  • Analytical
  • Operational
  • Analytical
  • On-demand
  • On-demand
  • On-premise
  • On-premise
  • Subscription
  • On-demand
  • On-demand
  • On-demand
  • On-demand
  • On-premise
  • Subscription
  • On-premise
  • Subscription
  • On-premise
  • Subscription
  • On-demand
  • On-premise
  • Subscription
  • On-demand
  • On-demand
  • On-premise
  • On-demand
  • On-premise
  • Локальное
  • On-premise
  • Облако
  • Подписка
  • On-demand
  • Локальное
  • On-demand
  • Локальное
  • On-demand
  • Subscription
  • On-premise
  • Subscription
  • On-demand
  • On-demand
  • On-demand
  • On-demand
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Contact Center
  • Contact Center
  • Contact Center
  • Управление продажами
  • Управление маркетингом
  • Управление клиентским обслуживанием
  • Контакт-центр
  • Sales Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Customer Service Management
  • Contact Center
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Управление продажами
  • Управление маркетингом
  • Управление клиентским обслуживанием
  • Контакт-центр
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Управление продажами
  • Управление маркетингом
  • Управление клиентским обслуживанием
  • Контакт-центр
  • Marketing Management
  • Customer Service Management
  • Управление маркетингом
  • Управление клиентским обслуживанием
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Управление продажами
  • Управление маркетингом
  • Управление клиентским обслуживанием
  • Контакт-центр
  • Sales Management
  • Sales Management
  • Marketing Management
  • Contact Center
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Sales Management
  • Marketing Management
  • Customer Service Management
  • Contact Center
  • Customer Service Management
  • Desktop application
  • Mobile application
  • Web-interface
  • Web-interface
  • Mobile application
  • Web-interface
  • Mobile application
  • Desktop application
  • Desktop application
  • Desktop application
  • Desktop application
  • Web-interface
  • Desktop application
  • Mobile application
  • Web-interface
  • Desktop application
  • Mobile application
  • Web-interface
  • Desktop application
  • Mobile application
  • 1
  • 1
  • Desktop application
  • Web-интерфейс
  • Десктопное приложение
  • Мобильное приложение
  • Web-интерфейс
  • Desktop application
  • Десктопное приложение
  • Мобильное приложение
  • Desktop application
  • Десктопное приложение
  • Мобильное приложение
  • Desktop application
  • Mobile application
  • Web-interface
  • Desktop application
  • Mobile application
  • Web-interface
  • Mobile application
  • Mobile application
  • Desktop application
  • Desktop application
  • Mobile application
  • Desktop application
  • Mobile application
  • Desktop application
  • Mobile application
  • Chat
  • E-mail
  • Chat
  • E-mail
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • IP-telephony
  • Chat
  • E-mail
  • Messengers
  • IP-telephony
  • Chat
  • E-mail
  • IP-telephony
  • Chat
  • E-mail
  • Messengers
  • 1
  • E-mail
  • E-mail
  • Social networks
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • E-mail
  • IP-телефония
  • Чат
  • Е-mail
  • Соцсети
  • Мессенджеры
  • Chat
  • E-mail
  • Social networks
  • Чат
  • Е-mail
  • Соцсети
  • Chat
  • Social networks
  • Messengers
  • Чат
  • Соцсети
  • Мессенджеры
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • IP-телефония
  • Чат
  • Е-mail
  • Соцсети
  • Мессенджеры
  • Chat
  • E-mail
  • N/A
  • E-mail
  • Social networks
  • Messengers
  • Messengers
  • IP-telephony
  • Chat
  • E-mail
  • Chat
  • E-mail
  • IP-telephony
  • Chat
  • E-mail
  • Social networks
  • Messengers
  • Chat
  • E-mail
  • Microsoft Outlook
  • Microsoft Word
  • Microsoft Excel
  • Microsoft Outlook