Customer Relationship Management is an approach in order to manage the company’s interaction with the current customer. It is one such management process in which the companies can maintain a good relationship and stay connected to the customers. In turn it also improves the profitability of the company.

1. What is CRM?
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CRM For Small/Medium Size
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2. CUSTOMER
RELATIONSHIP
MANAGEMENT
Customer Relationship Management is an
approach in order to manage the company’s
interaction with the current customer. It is one
such management process in which the
companies can maintain a good relationship
and stay connected to the customers. In turn it
also improves the profitability of the company.
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3. BUILDING BLOCKS OF CRM
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Vision
VISION is important to understand the principles of a
successful customer-centric strategies in order to help
them to flourish the vision of what the organisation
wants to give the customers.
Strategy
It is also very important to keep your customer base in
mind, in order to prove that your strategy is effective
and worth.
Customer experience
Customer experience differs from one individual to
another. A survey resulted that there are 76% of
customer management executives who consider
customer experience and satisfaction their top priority.
Processes
The term processes in CRM application is the
activities and strategies the company uses to manage
the interactions with their current customers.
Metrics
The metrics helps you to measure the internal and
external indications of the success and failure in
CRM.
Technology
CRM application starts and ends with technology.
It manages the data and information, IT infrastructure,
customer facing application. Online CRM makes it
easy to be accessed through its technology.

4. CRM- A BUSINESS STRATEGY
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CRM records and maintain all the essential details of your business process. One can easily map and monitor
the sales activities. It removes the time spent on unnecessary admin tasks. It provides up-to-date and easy
access to any information. It improves the response time to the customers and prospects. It also helps
businesses to close deals faster. CRM system not only helps to develop better communication between all the
departments but also ensures higher customer retention. And undoubtedly makes it much easier to identify
potential clients.

5. Implement CRM in your Industry
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1. Manufacturing industry 6. Educational institutions
2. Service industry 7. Real estate
3. Retail industry 8. Chemical industry
4. Travelling industry 9. FMCG sector
5. Pharmaceuticals

6. Benefits of CRM
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● Enhanced customer satisfaction
One of the most important benefit in the CRM system is the customer satisfaction. All the dealings from sales to
services for your customer is done using this software. It not only lets you understand the condition of the
customer but also lets you know about the continuous feedback from them.
● Ideal marketing efforts
It is very essential to understand the customer behaviour as well as needs in order to promote your product at
the right time and right place. Thus, CRM system will help you analyze and section your customers in order to
give more profitable customer class.
● Tracks daily activities of the assigned tasks
Completing a sale is never as easy as just getting a customer to agree to commit. Forms need to be filled out,
reports need to be sent, each issues need to be addressed—these ancillary chores are a time consuming, yet
vital aspect of the sales process. The best CRM software is designed to take the burden of many of these tasks
from off the shoulders of your employees, thanks to the magic of automation.

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● Entrusted sales management
The CRM application will provide you the information required for your sales performance and new sales
options. As it gives you the relevant information about your sales management, you can drive the performance
as well as the profitability of your business.
● Dependable reporting
Your workforce will never miss any opportunity by using CRM. It ensures that every employee has updated
information about customer profiles, follow-ups and appointments.You will be able to understand the customer
behavior and needs. It reduces the time spent by sales persons in data entry and they need not worry about
preparing the reports at the end of the week or month.
● Performance management
The up-selling and cross-selling sales strategies can be easily conducted with a CRM, as you will have the
information about their wants, needs and patterns of purchase. Having this information in a central database
your sales team can promote when an opportunity arises.

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● Centralized database
From sales, customer service to management all use only one centralized CRM Solution. Employees can
access information from anywhere. All the departments can work together effectively. It automates the process
of the company and also increases the customer loyalty and revenue. With this software it is easy to get a 360
degree view of your customer’s information like appointments, notes, tasks, sales opportunities, orders and
complaints because it is essential to know what customers want.
● Better reporting data
Reporting data such as leads, marketing, revenue generated and margins etc can easily be generated. Thus by
keeping a better reporting data you can take effective decisions and also improve your profits in the long run of
your business.

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