What is a CRM?

Introducing a CRM could be a great way to improve your customer journey and improve efficiency.

The acronym CRM refers to Customer Relationship Management which is an essential part of running a business.
A CRM system is an equally essential tool which acts as a central location where all of your customer data is stored.
Having a central point for customer information will help your sales and marketing teams to streamline your customer experience – creating a quicker, more intuitive and efficient process.

“CRM tools help you manage customer relationships across the entire customer lifecycle, at every marketing, sales, e-commerce, and customer service interaction”

Salesforce UK

For example, if you have a CRM in place and an existing customer contacts your company, your sales staff can easily call up their profile within your chosen CRM solution. This should then show all of the relevant information available such as their address, email address, phone number, previous interactions/orders etc.
This will help you to organise your data accordingly, which will allow you to target specific segments of your audience and build stronger relationships as a result.
Mailchimp states that ‘segmented campaigns result in 23% higher open rates and 49% higher click rates than unsegmented campaigns on average, because people receive the messages that really matter to them’.
If you want to find out how you could improve your customer journey by implementing digital solutions such as a CRM, contact our experienced team today to organise a convenient time to talk.
Read more about the projects our team has been involved in by browsing through our client stories.

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