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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.




The most popular products in category CRM - Customer Relationship Management All category products

Absalon CRM для потребительских товаров
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BPM'online sales
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ORACLE SIEBEL CRM
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MICROSOFT DYNAMICS CRM
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INSIGHTLY CRM
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SAP CRM программное обеспечение
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Compare: CRM

Characteristics

Collaborative CRM

Website Integration

Cloud-based

Mobile Version

Customer Service

Contact Center

Sales Management

Email Marketing

Contact Management

Lead Segmentation and Automated Nurture

Campaign Tracking

Task Management

Task Prioritization

Workflow Automation

Role Permission

Web Activity Tracking

Sales Forecasting

Sales Pipeline

Sales Metrics

Customers Document Flow

VoIP

Social Media Integration

SMS Marketing

Invoices

Quotes Creating

Marketing Calendar

Image Library

Chat

Polls

Scheduled Emailing

Email Templates

Email Newsletters

Microsoft Office 365 Integration

Google Ads Integration

GMail Integration

Oracle Integration

SAP Integration

A/B Testing

Reports

Real-time Sales Alerts

User Forums

Two-factor Authentication

Single Sign-On Support

Auto Spam Checking

IoT Connection

Sales Gamification

Trial (days)

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