Key Features of CRM (Customer Relationship Management)

CRM (Customer Relationship management) is all aboutof the earlier communication or information.
the theory used by companies to administer andThat is why CRM software is used popularly in call
manage their customers, partners, vendors and othercenters or BPOs for supporting the call center staff.
stakeholders efficiently.Direct interaction is carried out with collaborative CRM
CRM is made up of three key features, which arethat includes feedback from the customers and
Operational CRM, Collaborative CRM and Analyticalreporting of issues if any. This interaction can be
CRM.carried out through a variety of channels like email,
 Collaborative CRM is to directlyphone, SMS, etc. The main objective behind going in
communicate with customers without inclusion of anyfor collaborative CRM can be reducing the company
sales or service representatives.costs and improving the services provided.
 Analytical CRM is to investigate customerAnalytical CRM finds multiple uses such as taking
data for a vast range of reasons and functions.management decisions, predicting future trends,
 Operational CRM deals with providinganalyzing customer behavior, planning and executing
complete front office support to sales, marketing andmarketing campaigns and much more.
similar services.Operational CRM is mainly concerned with automating
The communication with the customers is recordedcustomer processes and providing appropriate
and added to the customer's contact historysupport to these services.
database and can be easily retrieved for futureCRM is not just a mere technology; it is in fact the
reference.move towards handling your customers better and
The biggest benefit about maintaining this contactmore efficiently. The top management should tap
history is that the customers can easily contact withCRM's complete potential to maximize the benefits
the service personnel without having to repeat anyfor their respective organization.