A Customer Relationship Manager or CRM is a system or software that helps you to manage, track and organize the interaction between your business and customers.
CRM systems can take on different forms; however one of their primary functions is to serve as a single repository for client information.
A CRM stores customer data and behavior, business and contact information, purchase records, support, and notes on sales interactions.
Some functions include:
Some CRM functions include
CRMs can be broken up into the following types:
- Strategic – business development focused
- Operational – Integration of customer-focused activities and proving a centralized dashboard for the business owner
- Analytical – supports analytics of customer data received from different sources such as an eCommerce system
- Collaborative – a portal to share content between businesses, suppliers, and external stakeholders
CRM systems are an ideal tool for the small business owner to centralize their business process.