We already know that CRM is the abbreviation used for “Customer Relationship Management.” But, the definition of CRM goes further: it is a 360º management of sales, marketing, customer service, and all contact points.
We are in the stage of the customer, of digital transformation, of new technologies. In this scenario, the relationship also evolves, leading to a new concept known as the customer experience. The idea of CRM implies being customer-centric. It is strategy; [it] is a process; [it] is a tool and technology.
The CRM platforms are on the list of the most important corporate and innovative technologies available to businesses. Why? Because of the way they use customer information to manage accounts, leads, and sales opportunities in a single location.
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What does a CRM do?
The [CRM] stores information on present and potential customers – name, address, telephone number, etc. – and their activities and points of contact with the company, including site visits, phone calls, e-mails, among other interactions.
The platform isn’t just an elaborate contact list: it gathers and integrates valuable data to prepare and CRM technology update your teams with personal customer information, shopping history, and preferences.
Why is CRM Important, And What Are Its Benefits?
A [CRM] helps your company distribute obsolete processes and manual effort so that your business can move forward. The platform organizes accounts and contacts in an accessible way, in real-time, speeding up and simplifying the sales process.
Instead of relying on sticky note reminders or spending all your time analyzing spreadsheets, you can send leads to your sales team quickly and easily. Regardless of where they are and pardon they are doing, each team member will always be working with up-to-date. Information about customers and their interactions with the company.
Types of CRM
When we talk about types of CRM, there are two paths that companies can follow, depending on their needs and budget: Cloud [CRM] and Local [CRM].
CRM Local
Local CRM, also known as On-Premise [CRM], is the type of [CRM] hosted on a physical server and requires maintenance of its own IT team. In that case, it is necessary to install the [CRM] software on the server or a computer user.
CRM in the Cloud
CRM in the Cloud, or CRM Cloud, is based on cloud computing. It is an online [CRM], and therefore it is not installed on a computer, and it does not require your company to have an IT team dedicated to maintaining the solution.
That is also why online [CRM] can remain called software as a service ( SaaS ) since solution specialists remotely manage the entire infrastructure.
With a cloud-based [CRM], your team only needs to access the login page wherever, at any time through the browser, device, or app.
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