What is CRM Software?

December 24, 2007;

Customer Relationship Management (CRM) is both a business strategy as well as software.

CRM as a business strategy is the company’s approach on how to handle its customers and in particular its

sales, service and marketing operations. The following table outlines the typical business areas and

processes that would be covered by a “typical” CRM plan.

Customer Profiling	Customer demographics & preferences
	Customer segmentation
	Logging customer communications

Sales	Product database / price lists / configurator
	Logging of sales leads / opportunities
	Sales team workflow and calendaring
	Sales and Contracts
	Quotation and Ordering
	Telemarketing

Billing	Definition of billing rules
	Billing runs
	Periodic and Real time billing

Service	Logging Service requests
	Tracking your inventory installed base and serial numbers
	Warranties & Contracts
	Repairs

Marketing	Campaign managment (email, letter or phone) with structured follow up

Loyalty and Offers	Offers, discounts and cash backs for loyal customers

Operations	Timesheet management
	Process workflow

There are companies that have a very structured CRM approach, where everything is documented, especially companies who are ISO certified. There are also companies where their CRM approach is “intuitive”, i.e. it has become part of their culture and although not very structured it is still efficient and workable. And then there are companies where their CRM approach has gaps and weaknesses and are improving these as they mature and grow.

CRM software comes to assist and complement the company’s CRM business approach. CRM.COM software allows your company to automate any or all of the CRM processes described above. Many companies will find that by replacing their existing spreadsheets and manual documentation with their own integrated CRM.COM database they will not only become more efficient but will also become more customer focused as well. In addition, CRM.COM software brings with it “best practise” solutions, giving you ready made templates for all your CRM processes which can be customised to your individual needs.

And last but not least, CRM.COM is easy to use and setup. Your team can start using CRM.COM in days.