Customer Relationship Management (CRM)

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Definition

Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions.

A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship. Source: Salesforce

Typical features of a CRM include:

  • Synchronized Customer Data: One central location provides customer data collected across platforms so information about every customer interaction is available to anyone at the company who might need it.
  • Automation: Workflow automation to streamline data for customizable and segmented campaigns as well as synchronizing the customer journey for sales, marketing and customer success teams.
  • Customizable Dashboards and Reports: Analytics offers a data-driven approach that optimizes campaigns and lead journeys to better understand the sales pipeline to help segment customers, track revenue, and make forecasting simpler and more accurate.
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Subcategories

Products

By 1CRM
1CRM offers customer relationship management software designed to help users run and grow their business. The platform enables users to access all of their data from a single integrated online platform, saving time and promoting collaboration. 1CRM a...
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By 1sales
1sales is a modern and flexible Saas CRM solution that helps you to concentrate on your customers and increase your turnover.
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By Accelo
Accelo CRM is an end-to-end, cloud-based Customer Relationship Management solution for professional services organizations.
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By Act!
Act! Premium is a contact management solution that helps to organize prospect and customer details in one place so users can prioritize the day and market products and services more effectively, driving sales results while creating customers for life...
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The AddressTwo Small Business CRM is an easy-to-use, intuitive cloud CRM designed specifically for small businesses.
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By ADOHM
ADOHM’s Sales Suite is a sales CRM that provides Contact Management, Intelligent Workflows and Advanced Reporting. With ADOHM's personalised and scalable sales suite, you can easily understand your customers, achieve your sales goals and close your ...
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AgentsAlly is a sales enablement solution designed to connect fields sales performance with the overall business strategy. AgentsAlly optimizes workflows with automated Customer Communications Management tools, enabling superior sales productivity.
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Created with growing small business in mind, Agile CRM is complete with sales enablement, marketing automation, social suite and web engagement solutions.
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AllClients provides contact management and marketing automation in one, easy-to-use system. The platform allows users to store information about their clients and market specifically to them based on what they know. Designed with small businesses in ...
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Anthill is a process-focused CRM, designed to manage unique customer journeys.
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