Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers.
CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments.
Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing.
While the term CRM generally refers to a software-based approach to handling customer relationships, most CRM software vendors stress that a successful CRM effort requires a holistic approach.
Benefits of regularly monitoring and utilizing customer feedback
In this day and age, the average business loses 10% of their customer base every year, and most don't know why. Increased competition, pressure for time, decisions, and action are burdening owners like no other time in history.
To gain a competitive advantage over their competition, and to grow a healthy business, smart owners and their managers are putting customer feedback to work for them.
Tap the thoughts and opinions of your most valuable asset - YOUR customers
Decreases costs, thereby increasing profits
Increase customer loyalty
View your business from your customer's perspective.