What is Customer Relationship Management?

Customer Relationship Management or (CRM) refers to the methodologies and tools that help businesses manage customer relationships in an organized way. For small businesses, customer relationship management includes:

  • CRM processes that help identify and target their best customers, generate quality sales leads, and plan and implement online marketing campaigns with clear goals and objectives;
  • CRM processes that help form individualized relationships with customers (to improve customer satisfaction) and provide the highest level of customer service to your customers;
  • CRM processes that provide your employees with the information they need to know their customers' wants and needs, and build relationships between the company and its customers.
CRM is a strategy that is used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. After all, good customer relationships are at the heart of your business' success. There are many technological components to CRM, but thinking about CRM in primarily technological terms is a mistake. The more useful way to think about CRM is as a process that will help bring together lots of pieces of information about customers, sales, marketing effectiveness, responsiveness and market trends.

 “CRM is a philosophy and a business strategy, supported by a system and a technology designed to improve human interactions in a business environment.”
Paul Greenberg
Leading customer experience analyst/consultant. 

The CRM tools that the Redberry Website Design's Bundled Website Design and Hosting package provides allows our clients to collect and organize information about their online customers. The integrated database allows you to grow your customer databased every time your customers inquire or interact with your website and you maintain a history of all past inquiries and activities.  Use built-in business workflow framework to automate follow-ups, set reminders and escalation rules. Choose to be notified via email and/or SMS.  Redberry Website Design can customize the landing page customers see after submitting an inquiry and customize auto responder email sent to customers after they make an inquiry. Our sophisticated CRM reporting framework can filter on any system or custom field, save any report and run later and export any report to Microsoft Excel for further analysis.


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