Customer relationship management (CRM) is a software system that helps manage, track, and store information related to a company's current and potential customers. The goal is to improve business relationships to grow the business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
CRM is important because it helps businesses build a relationship with their customers, creating loyalty and retention, which leads to increased profits. CRM tools create a simple user interface for a collection of data that helps businesses recognise and communicate with customers in a scalable way. A strong CRM strategy accounts for all stages of the customer journey, from the moment a potential customer becomes aware of your brand to after they make a purchase and become a loyal, repeat customer.
A CRM solution provides a complete view of each customer relationship. It collects relevant data at every customer touchpoint, analyses it, and surfaces the insights intelligently. With a complete view of the customer, every member of the sales team will know a customer’s history, purchasing patterns, and any specific data that’ll help your team provide the most attentive service to each individual customer. Knowing where a customer is in your overall sales lifecycle helps you target campaigns and opportunities for the highest engagement.
At Web Assistant we prefer to use the Drupal framework to build customised CRM systems taylored to your business.