CRM is an enterprise-wide view of how an organisation communicates with its stakeholders. An effective CRM system provides complete and consistent customer information so sales and marketing is tightly integrated. It allows customer service to manage client relationships and expectations. A true CRM system provides anywhere, anytime access for management or remote users to view key organisational and customer information, and most importantly – the data remains accessible to the whole organisation.
CRM benefits include:
- Sales Automation: Complete control of the sales pipeline by empowering sales teams to effectively manage, forecast and report on all phases of the sales cycle.
- Customer Care: Ensuring satisfaction in customer interactions and even allowing customers controlled access.
- Marketing Automation: Tracking ROI of marketing programmes by automating, tracking and analysing every marketing campaign, from one-time e-mail communications to multi-faceted marketing programmes.
Typically, a CRM implementation project follows a staged approach, where the core CRM functionality is rolled out, then widened to cover other functions or support other users and departments. Enabling provides the right approach to implementing any CRM system and can customise accordingly.
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