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Customer Relationship Management (CRM) System:
The CRM (Customer Relationship Management) system enables your business to store and manage customer data, track the customer interactions, analyze the customers’ behaviour and identify the opportunities to acquire new customers and grow the business. It gives a consolidated view of the customer data generated across various digital and non-digital channels including face-to-face meetings, telephone, emails, social media, websites, chat and events.
Benefits of CRM:
Your Digital Marketing systems are blind to personal relationships and intrinsic knowledge that your sales staff has built over time. The only way your Digital Marketing can understand the customers and their needs is through Customer Data. The more enriched this customer data, the better your Digital Marketing will perform. Therefore, without a CRM system, your Digital Marketing will have to solely rely on the whims of some individuals – and your business cannot build long-term and fact-based relationships with customers beyond individual transactions. For example, a CRM system can help you identify
- The customer segment interested in new product launch
- The customers at risk of churn
- The customers unhappy about the product/service and at risk of spreading bad publicity
- The customers who will advocate your product
- The customers who will buy more if you give certain incentives
Your campaigns and individual engagements with customers will become a lot more effective and rewarding as you plug-in CRM with your Digital Marketing systems and strategy.
There are numerous enterprise CRM systems available including SalesForce, Microsoft Dynamics, Oracle CRM, ServiceNow and many more. At digiBigs, we bring expertise in the softwares like Zoho and HubSpot that meets the business needs and cost constraints of SMEs.
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Having read this I thought it was rather enlightening. I appreciate you taking the time and effort to put this information together. I once again find myself personally spending a lot of time both reading and commenting. But so what, it was still worthwhile! Shanie Raphael Demetre