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bpm Authors: Astadia CloudGPS, Elizabeth White, AppNeta Blog, Suresh Sambandam, Laureen Fagan

Related Topics: CRM, Business Process Management

Blog Post

What Purpose Does CRM Serve?

Giving Businesses Better Ideas on Customer Retention

It is nigh impossible to try to limit the purpose of CRM to only one answer. CRM has several purposes and this would depend on the nature of the business which is installing it. The intentions of the owner of the business interested in this system should also be factored in when coming up with an answer regarding the purpose of CRM systems. However, if push comes to shove, one could say that the main purpose of this system is to help businesses to retain customers. It is a well known that the modern customer is a bit choosy and a little bit demanding thus you can lose him in a jiffy.

  • Giving Businesses Better Ideas on Customer Retention

cooperaion

Many businesses have no understanding regarding what they need to do in order to keep their customers. It is a bit of a shocker to note that many businesses continue doing what they have always done without taking time to ascertain whether it helps to keep customers or not. CRM system plays a very good role in this matter. It equips the business owner with details and information which is crucial in evaluating the past behaviors of his customers, and this can be used to project or predict what the future trends will be like. Consequently, a business would come up with better ideas on customer retention.

  • CRM Helps With Cost Reduction

The costs of running businesses have gone up manifold in the last few years. This has been attributed to many factors including but not limited to the recent financial turmoil experienced worldwide. Owners of businesses are now open to any idea or plan which would make them see a significant reduction in the cost of running a business. One way in which customer relationship management helps in this regard, is that it can identify complaints raised by customers early enough and offer solutions to these problems quickly. This is quite beneficial; since it eliminates loss of customers, and prevents costly lawsuits as well.

  • CRM is a Great Way of Obtaining Feedback from Customers

There are times when businesses want to learn whether their customers are really pleased with the services they receive from them or not. The problem with this intention is that it becomes very hard to get hold of a single system which will work well and is acceptable or considered trustworthy by the business and clients. CRM is one such system whose reliability is not in doubt by both the customers and businesses alike. The feedback from the customers can be used by the company in question to carry out further changes on its products or services to fit exactly what the customers require.

  • CRM Enables Companies to Assign Specific Products to Each Customer

company and customers

If the right quality of CRM system is put in place, it will definitely help to list or group customers based on their specific needs. Therefore, when a customer calls or places an order, the representative of the company can easily locate such a person without wasting too much time. In this way, the company can make changes where it notices that the customers are not responding well to a particular product or service which it offers. Consequently, this has the effect of making the customers feel the company is responding to their concerns in a timely manner thus helping to retain them.

In conclusion, there is very little doubt about the important purposes served by CRM programs (http://www.webcrm.com/). This is the way which most businesses are going, thus no one should be left behind. The relationship between customers and businesses is so important to be left neglected or to other forces. Every business must put deliberate measures in place which are designed to manage the relationships it enjoys with its customers. If you haven't installed the CRM program, do so today and enjoy greater benefits.

More Stories By Lawry Matteson

Lawry Matteson is young writer, editor and supplier of fresh and valuable pieces of information related with business management and IT. He likes to write about and actively participate in modern CRM (customer relationship management) guidelines, strategies, techniques, technologies, provider reviews, ratings and social media impact, rising from present maters and their solutions in the CRM sphere.