What is cloud-based CRM?

What is cloud-based CRM?

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What is cloud-based CRM? Main functions and selection points. In recent years, with the diversification of sales channels, customer information management has become more complex. Meanwhile, CRM is attracting attention as it can efficiently manage and analyze a large amount of information.

What is cloud-based CRM?

CRM is an abbreviation for “Customer Relationship Management” and translates as “customer relationship management” in Japanese. CRM refers to a tool that manages customer information by itself, and cloud-based CRM is a service provided in the cloud as SaaS (Software as a Service).

In this article, in addition to the functions, advantages and disadvantages of cloud-based CRM, we will present useful information for companies considering the introduction of cloud-based CRM, such as selection points and recommended services.

In the days when the on-premises model was the standard, it was common to manage customer information and data describing relationships with your company in tables such as Excel. However, in the conventional method of managing each department, it was difficult to share information due to the reliance on each individual’s information, and there were concerns about maintainability.

Cloud-based CRM allows centralized management of personal customer information and call history. This not only makes it easier to share and analyze data, but also makes it possible to use previously unavailable functions, such as email distribution and form generation, which are expected to dramatically improve the efficiency of customer management work.

Key features of cloud-based CRM

What can be done with a cloud-based CRM? The main features are presented below.

  • Advanced customer information management: Customer addresses, phone numbers, inquiry history, purchase history, names of dependents, etc. of customers can be centrally managed as a database and the data can be sorted by attributes such as age and region.
  • As a basic function of CRM customer data analysis tools: various analyses can be performed based on centralized data. Customer attributes and trends by age, gender, etc. can be visualized in charts and graphs, which is useful when considering future goals and actions.
  • Simultaneous emailing: Cloud-based CRM allows simultaneous sending of advertisements, promotional emails, etc., based on customer information listed by purpose. In addition to distribution, you can also get information such as open rate and open time, which is useful for customer segmentation.
  • Creating: It is also possible to create multiple forms such as questionnaires for manager response and product request. The information collected from each form is automatically reflected in the master without having to add it manually.

In addition to these functions, some products are equipped with SFA (sales support) and CRM (customer relationship management), and some can be linked to external tools such as SNS and Google Workspace. With the diversification of channels these days, the presence or absence of collaboration features will be an important decision-making criterion.

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