WhatIs.com Contributor(s): Tim Ehrens This definition is part of our Essential Guide: Making the switch to Oracle Fusi on Apps Sponsored News What s Happening in Complex and Always-On Data And Why You Need a New Approach SAS Institute Inc. Five Steps to Maximizing the Value of Hadoop SAS Institute Inc. See More Vendor Resources The Benefits of Social and Cloud-based CRM Tools Microsoft India The ROI of Social CRM ComputerWeekly.com Customer relationship management (CRM) is a term that refers to practices, strat egies and technologies that companies use to manage and analyze customer interac tions and data throughout the customer lifecycle, with the goal of improving bus iness relationships with customers, assisting in customer retention and driving sales growth. CRM systems are designed to compile information on customers acros s different channels -- or points of contact between the customer and the compan y -- which could include the company's website, telephone, live chat, direct mai l, marketing materials and social media. CRM systems can also give customer-faci ng staff detailed information on customers' personal information, purchase histo ry, buying preferences and concerns. Download this free guide Know Thy Customer: Sales Analytics, Forecasting and New Tools Customer data analytics can reap significant financial rewards for your organiza tion s sales, marketing and customer service departments. With so much data to con tend with, companies often struggle with making sense of information from custom ers, public records and external databases. Luckily, we evaluate the newest sale s and marketing tools making the process easier for IT managers and sales execut ives. Start Download CRM software CRM software consolidates customer information and documents into a single CRM d atabase so business users can more easily access and manage it. The other main f unctions of this software include recording various customer interactions (over email, phone calls, social media or other channels, depending on system capabili ties), automating various workflow processes such as tasks, calendars and alerts , and giving managers the ability to track performance and productivity based on information logged within the system. Common features of CRM software include: Marketing automation: CRM tools with marketing automation capabilities can autom ate repetitive tasks to enhance marketing efforts to customers at different poin ts in the lifecycle. For example, as sales prospects come into the system, the s ystem might automatically send them marketing materials, typically via email or social media, with the goal of turning a sales lead into a full-fledged customer . Sales force automation: Also known as sales force management, sales force automa
tion is meant to prevent duplicate efforts between a salesperson and a customer.
A CRM system can help achieve this by automatically tracking all contact and fo llow-ups between both sides.