The Importance of CRM 

CRM (Customer Relationship Management) is a business strategy aimed at managing relationships with customers that integrates processes between people and technology. CRM is now widely used by large and small companies. If the company can run its CRM well, the customer royalties for the company will increase.  

Although the ability to survive and grow customers cannot be 100% guaranteed, you will at least be able to analyze customer needs and wants through your company. Make sure you come up with a quote that will grab the customer’s attention. It can do this if you run the CRM function properly and correctly.  

But now there are still some companies that are not doing their CRM well, which eventually leads to their customers being disloyal to them. It’s not too difficult to build customer loyalty with CRM. We just need to do the following:  

• Acquire new customers, whereby the CRM system offers every customer a comfortable service. In addition, CRM can also win customers through attractive promotions.  

• Increase customer value by having the CRM system up-sell and cross-sell. Up-selling is a way for companies to improve the quality of the same product so that customers are interested. Meanwhile, cross-selling offers complementary products that customers already own.  
• Keep track of where a CRM system is helping you maintain your relationship with existing customers. This stage is very difficult indeed, so you need to provide the best service and be able to listen to customer complaints.  

The following are reasons why CRM is important to our business:  

1. Track interactions with customers = Through the use of CRM in the company, we learn about all customer interactions when using our products. If we know his experience, we can improve our services so that customers can use our products easily and smoothly.  
2. The business becomes more focused = With CRM we can answer all the questions that arise when they are asked. CRM gives us the information we need to identify customer needs. We can also stay up to date with customer requests so that our products are superior to the competition.  
3. Reach lots of new customers = Main function of CRM is likely to be to build the best possible relationship with customers. In addition, CRM can also help us win new customers and turn our customers into loyal customers of our products. CRM can help us get to know our customers better so that we can develop products or services that our customers prefer.  
4. Increase in company productivity = With the help of CRM, employees do not have to manually enter data and search through pages of documents to find the information they need. CRM can help companies enter the data they want automatically. This can help employees do other things that require more focus.  
5. Improve customer service performance = The CRM system will notify you when there are customers or leads who need follow-up. That way, customer service can contact the leads as quickly as possible. The possibility of converting them into customers is even greater.  

Essentially, CRM will help companies deliver the best possible customer experience as we develop strategies to reach new customers.