Apr 10, 2019 What is a Customer Relationship Management System (CRM) and Why you Want One
A customer relationship management system (CRM) is a software package that allows a company to enter information about their customers and prospective customers and to keep notes and capture interactions such as emails back and forth.
A key component of consistently providing excellent customer service is the ability to provide all staff that interacts with customers a complete view of the customer’s needs, prior interactions, preferences, status, commitments, next steps, follow up reminders, etc. This way, a customer can get the service they need from any staff member they interact with and not be dependent on a single person. The larger the organization or the larger the number of transactions, the more difficult this becomes without specialized software. Customer relationship management (CRM) software has been created specifically to meet this need.
With a CRM, if a member of your staff is out sick or leaves your company, someone else can easily pick up where that person left off and provide seamless service to your customers. Having a 360 degree view of your customer interactions is extremely valuable.
Bryan B Mason
Apollo Consulting Group, Newport, RI
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