Customers are an important part of every business especially in a world that has been dominated by competition. Customer retention is, therefore, the key to realizing constant and increasing sales. Therefore, customer relationship has become an important aspect of every business. It involves taking care of the customer’s interaction with the firm. It also entails taking care of possible clients. Through the customer relationship management software, it’s possible to improve business relationships with the clients. Salesforce CRM Comparison has shown that it is possible to collect data from a variety of communication channels and use it for the business. Some of the commonly used channels include social media, marketing materials as well as live chat and telephone. The information can also be acquired from emails and the company’s website.
Before the introduction of CRM software, surveys in the past used to be carried out through front line asking and annual surveys. This meant relying on stand-alone mainframes systems to take care of sales. As time went by, the businesses started using lists and spreadsheets. A breakthrough was made in the year 1982 when database marketing was introduced by Robert and Kate Kestnbaum. A system close to a CRM software was introduced four years later by Mike Muhney and Pat Sullivan. The first CRM software was introduced in the year 2000 by the IBM. Today, there are many companies specializing in the design of the CRM software such as PeopleSoft and the Oracle. Siebel systems alongside SugarCRM are other companies that offer the CRM software.
Types of CRM
Currently, there are three types of CRM software namely operational CRM, analytical CRM and collaborative CRM. With the operational CRM, it’s aimed at ensuring that there is automated customer support, marketing as well as automated sales. For starters, this type of CRM consists of a dashboard that gives the user the capability of controlling these three functions. Some of the information that should be contained on the dashboard include past sales, the customer information as well as the relationship between the firm and the customer. The page should also have the previous marketing efforts with the client in consideration.
Components of operational CRM
To be able to differentiate between operational CRM and other types of CRMS, you should look out for the following in the operational CRM. It should have a marketing automation, sale force automation as well as a service automation.
Analytical and Collaborative CRM
The main function of the analytical CRM is to enable managers to make informed decisions from the data that has been collected from customers. This is where techniques such as pattern recognition, correlation and data mining are used. Finally, collaborative CRM is used to include other people in the picture other than the firm and clients. Such people include distributors, vendors and suppliers.
Benefits of using CRM Software
There are plenty of benefits that are associated with CRM software such as individualized marketing messages and improved pricing. Other benefits include the ability to target your niche and satisfied customers.