Customer Relationship Management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer life cycle, With the goal of improving business relationships with customers, assisting in customer retention and driving sales growth.
CRM systems are designed to compile information on customers 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 media. CRM systems can also give customer-facing staff detailed information on customers’ personal information, purchase history, buying preferences and concerns.
CRM software consolidates customer information and documents into a single CRM database, so business users can more easily access and manage it. The other main functions of CRM system include recording various customer interactions over email, phone calls, social media or other channels, depending on system capabilities, automating various workflow processes such as tasks, calendars and alerts, and giving managers the ability to track performance and productivity based on information logged within the system.
Salesforce is the world’s #1 Customer Relationship Management (CRM) platform offer a cloud-based application for sales, service, marketing, and much more. Salesforce enable organizations to build their business on a single, secure, and scalable platform that’s easy to customize and upgrade without anything breaking. The applications extend the power to sell, service, and market with pre-integrated apps. The platform allows organizations to create the experience employees need to sell faster and get more done with the lightning platform. The platform is proven to drive efficiency and growth, it’s suite of market-leading products helps organizations to increases revenues and decreases costs.