What Is CRM?

Customer Relationship Management (CRM) - is a collection of processes or procedures used to manage, with an aim to improve, an organisations relationship with their current and pontential customers. CRM often refers to the CRM system, or CRM software, that is used to help businesses improve marketing, sales and service relationships with their customers whilst keeping all the customers information in one place.

You may also hear the terms Cloud CRM or SaaS. This refers to a CRM system that works through the internet. All the software and hardware is handled by the provider, so all you need is an internet connection and a web browser to access your CRM system and customer details anytime, anywhere.

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What can CRM do for my business?

As well as having all your customer information in one place, CRM can help with


Sales Force Automation

Track your opportunities through all the stages in the sales process, with a view of all contact made with the customer. This may include emails, phone calls and mettings.

Not all businesses have the same sales process; Define your Business Processes and make CRM work the way you do.

Marketing Automation

Create campaigns, send emails and make phone calls. Once the sale is complete your job is not finished.

Use marketing automation to nurture your relationship with your customers. This can help you sell more of the same product to your customers (up-sell) or even sell additional products to your customers (cross-sell).

Help Desk and Case Management

Once you've sold products and/or services to your customer, you'll want to support them.

Track where your support requests are coming from (email, phone, social media) and activities created to help resolve issues. Create knowledgebase articles, contracts, entitlements and SLAs to enhance your support management.


To find out what else CRM can do to help your business contact us for more information