A CRM (Customer Relationship Management) is a system or software designed to manage a company’s relationships and interactions with its current and potential customers. Its main objective is to improve business relationships, maintain customer loyalty and optimize sales, marketing and customer service processes.
A CRM allows:
- Centralize customer information: Collect and organize all customer-related data in one place, making it easy to access and track customer interactions, sales and behaviors.
- Task automation: Helps automate repetitive processes, such as sending emails, scheduling reminders or following up on sales opportunities.
- Analytics and reporting: Provides tools to measure and analyze the performance of sales and marketing campaigns, enabling companies to make informed decisions based on data.
- Improve customer experience: By better understanding their needs and behaviors, companies can offer a more personalized and efficient service.
Popular examples of CRM include Salesforce, Pipedrive and HubSpot.