What is Customer Relationship Management(CRM) 
                     What is Customer 
Relationship 
Management(CRM)
?
INTRODUCTION
Customer relationship management 
(CRM) is the combination of practices, 
strategies and technologies that 
companies use to manage and analyze 
customer interactions and data throughout 
the customer lifecycle.
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GOAL OF CRM
The goal is to improve customer service 
relationships and assist in customer 
retention and drive sales growth. 
CRM systems compile customer data 
across different channels, or points of 
contact, between the customer and the 
company, which could include the 
company's website, telephone, live chat, 
direct mail, marketing materials and social 
networks.
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Why CRM benefits 
businesses?
Having customer information such as past 
purchases and interaction history easily 
accessible can help customer support 
representatives provide better and faster 
customer service.
Collection of and access to customer data 
can help businesses identify trends and 
insights about their customers through 
reporting and visualization features.
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Components of CRM
At the most basic level, CRM software 
consolidates customer information and 
documents it into a single CRM database 
so business users can more easily access 
and manage it.
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Marketing automation
CRM tools with marketing automation 
capabilities can automate repetitive tasks 
to enhance marketing efforts at different 
points in the lifecycle for lead generation. 
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Sales force automation
Sales force automation tools track 
customer interactions and automate 
certain business functions of the sales 
cycle that are necessary to follow leads, 
obtain new customers and build customer 
loyalty.
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Contact center 
automation
Designed to reduce tedious aspects of a 
contact center agent's job, contact center 
automation might include prerecorded 
audio that assists in customer problem-
solving and information dissemination.
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Workflow automation
CRM systems help businesses optimize 
processes by streamlining mundane 
workloads, enabling employees to focus 
on creative and more high-level tasks.
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Lead management
Sales leads can be tracked through CRM, 
enabling sales teams to input, track and 
analyze data for leads in one place.
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Human resource 
management (HRM)
CRM systems help track employee 
information, such as contact information, 
performance reviews and benefits within a 
company. This enables the HR 
department to more effectively manage 
the internal workforce.
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