Some of these functions include recording various customer interactions over email, phone, social media or other channels depending on system capabilities, automating various workflow automation processes, such as tasks, calendars and alerts and giving managers the ability to track performance and productivity based on information logged within the system. Over time, many additional functions have been added to CRM systems to make them more useful. Automation of menial, but necessary, sales funnel and customer support tasks.Īt the most basic level, CRM software consolidates customer information and documents it into a single CRM database so business users can more easily access and manage it.Collection of and access to customer data can help businesses identify trends and insights about their customers through reporting and visualization features.Having customer information such as past purchases and interaction history easily accessible can help customer support representatives provide better and faster customer service.The use of CRM systems can benefit organizations ranging from small businesses to large corporations, through:

CRM systems can also give customer-facing staff members detailed information on customers' personal information, purchase history, buying preferences and concerns. CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company's website, telephone, live chat, direct mail, marketing materials and social networks.

The goal is to improve customer service relationships and assist in customer retention and drive sales growth. Customer relationship management (CRM) is the combination of practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle.

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