What Does a CRM Manage?

What Does a CRM Manage?

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What Does a CRM Manage?: What is a CRM that effectively manages inquiries? Benefits and introduction points. Proper inquiry management increases customer satisfaction and helps maintain good relationships.

What Does a CRM Manage?

Although analog methods can be used to manage inquiries, they are not very efficient. If you want efficient management, it is effective to introduce an inquiry management system or CRM.

In this article, we will explain the overview and benefits of CRM that can realize efficient inquiry management, points to introduce the system, etc.

Inquiry management is one of the functions of CRM (customer relationship management).

CRM is an abbreviation for “Customer Relationship Management” and translates as “customer relationship management” in Japanese, but in many cases it refers to the customer management system of IT tools. CRM implements a variety of functions that help you maintain customer relationships, including query management.

CRM’s inquiry management feature allows you to manage past inquiries received from outside. You can manage and share information within the department, such as when, from whom, what type of inquiry was received, how it was handled, and who was in charge.

You can also manage attribute information, such as customer name, address and contact information. In addition to attributes, it is also possible to manage the date and time of purchase of the company’s products and services in the past, what was purchased, the amount of purchase, the frequency of purchase, etc.

There is also a function that can analyze customers and the analyzed contents can be generated as a report. Effective approaches are possible by analyzing and extracting targets from the history and attributes of past behavior. In addition, in recent years, the number of products equipped with useful functions for marketing has increased, such as the function of sending e-mails passing to registered information of potential customers.

By introducing CRM, you can accurately understand customer attributes and behavioral history, and also perform proper query management. It is an effective system for improving the operational efficiency of departments such as contact centers that interact directly with customers as a company’s point of contact.

Traditional contact management is risky

Many companies use Excel for query management. Many people can use Excel, which can be said to be a standard office tool, and can easily manage queries. Therefore, although there are many companies that still use Excel, there are several problems and risks to be aware of.

One of the risks is data corruption. Data corruption can be caused by a variety of factors, including application crashes, malware infections, and system shutdowns due to power outages.

As a result, stored data may not be able to be opened. In addition, there are concerns about security risks. Since Excel data can easily be taken outside, it can lead to a leakage of query information.

If query information is leaked, social credibility as a company will be lost and there is a possibility that future business will be adversely affected.

In addition, it takes time to extract the necessary data from the accumulated information in Excel. If you cannot get the data you need immediately when you need it, you will not be able to serve your customers well.

In addition, since it is not possible to share query information in real time, the risk of missing or duplicate responses increases. In addition, when the manager changes, handover work has to be done.

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