A lot of people ask me in meetings that what is a CRM application. I thought it will be a good idea to write a detailed article around this.
In general, CRM stands for Customer Relationship Management. It is a process of managing the relationship with your customer. The relationship with the customer doesn’t just start when a business or an individual buys something (product or service) from you but the relationship starts way before that. Sometimes even before you meet the person:
- You are given a name by a fellow networker in a networking meeting
- or you get the name of the person from a social media post
- or the customer comes to your website and fills up your contact us form to get in touch with you
- or when they send you an email to get in touch
- or even an outgoing phone call from the prospect list that you created from your market research
- Sales Management CRM – CRM which specifically allows you to manage the sales pipeline in your organisation.
- Help Desk/Trouble Ticket Management CRM – CRM which specifically allows you to manage the issues/trouble tickets/customer queries in your organisation
- Project Management CRM – CRM which specifically manages projects and tasks for the customer
- Membership Management CRM – CRM which specifically manages memberships of an organisation (Associations/Clubs/Chamber of Commerce etc.)