What is CRM? CRM Software - Definition - Benefits - Features

The main starting point in CRM; is to maximize the interaction of companies with existing and potential customers and make them effective, solution-oriented and profitable. In addition, it also includes studies focused on determining and developing the methods put forward. Thus, a direct communication is established between the company and the customers.
What is CRM? CRM Software - Definition - Benefits - Features

What is CRM?

What is CRM? CRM (Customer Relationship Management), that is, "Customer Relationship Management" in Turkish, is a general name given to the applications that aim to increase the profit rates by strengthening the commercial relations of the companies, by recording the output of the interactions with the customers of the companies that work and serve with a particular focus on people. With the development of technology, many things have moved to the internet environment. At this point, companies aim to develop needs-oriented solutions by increasing the interaction in customer relations. Customer Relationship Management, called CRM, is a platform that allows the company and customers to track their interactions, registrations and evaluations through a single system. In this way, by focusing on customer satisfaction; It is aimed to present a healthier and higher quality sales organization management.

The main starting point in CRM; is to maximize the interaction of companies with existing and potential customers and make them effective, solution-oriented and profitable. In addition, it also includes studies focused on determining and developing the methods put forward. Thus, a direct communication is established between the company and the customers. What is important here is not only that companies increase their profit activities. At the same time, it tries to find the most accurate and solution-oriented methods by following various developments closely. Today, when human relations are moved to a virtual environment, CRM has a market share of approximately 62 billion dollars. Looking at the researches, it is seen that CRM has a success rate of 95%.

Why is CRM Preferred?

Why is CRM preferred? The answer to the question is quite simple. In line with the changing needs and increasing demands in recent years, CRM is preferred in many areas from trade to service sector, from production to marketing. It makes a great contribution to accurately identify, analyze and find solutions to customer expectations and needs. It also allows to make the schematic management within the company more efficient. When looked at, CRM is a set of applications that covers the period from the production to the sale of a product realized by the company and prepares an output report by evaluating the feedback received after the sale. In this way, it contributes to the determination of the strategy by presenting the outputs of the dialogue with the customer, sales and evaluation to the company. Considering all these, it is seen that it is a system that will be preferred much more in the future.

What Stages Does CRM Improve?

What phases does CRM develop? It helps the operation to become more functional and effective by providing great advantages in terms of organization, profitability, efficiency and time management within the company. It realizes the interaction of customers with the company in a fast and practical way through a single system. It allows the company to work more actively, not only at the point of sales and marketing, but also by including the pre-sales and post-sales process of the product, financial transactions and stock management. It analyzes and reports the process of the product from the production stage to after-sales. It allows the company to communicate with customers always and quickly. CRM analyzes every step from production to sales and provides solutions to achieve the best results.

CRM Usage Purposes

CRM uses are very diverse. At this point, the most important issue to be determined is for what purpose CRM should be used. Many options arise here. For instance; CRM is used in many areas such as developing different sales strategies, producing alternatives in sales methods, increasing interaction with customers, increasing the rate of sales and marketing by determining a customer-oriented roadmap, and strengthening teamwork within the company. Companies can determine the steps that need to be followed by determining the goals that are most suitable for them. In this way, they have further strengthened their position in the market share.

Benefits of Using CRM

The benefits of using CRM are many. Using CRM not only contributes to increasing profit rates for companies, but also provides many advantages for customers. With the CRM system used by the company, both the interaction of the business with the customers will increase and the rate of gaining potential customers will increase. If used correctly, it provides profits to companies in the short, medium and long term by collecting, analyzing and organizing customer data through a single software. The collection of all necessary data from a single place with the CRM system contributes both to the easy access of the company employees to the information and to the safe creation of the company's own corporate memory. It increases the growth rate and turnover by enabling the company to reach the targets it has determined more quickly. It helps to make sales and follow-up transactions through the online system. These are just a few examples of the benefits of using CRM.

Companies That Can Use CRM Software

Companies that can use the CRM system vary. Basically, companies with a corporate identity can easily use the CRM system. It is vital for a company with a corporate identity to be informed about changes and developments quickly and to update itself accordingly. It can easily make the necessary corporate changes or strategies with CRM. In addition, SMEs can easily use this system. If an SME wants to prepare its future plan in a healthier and more effective way, it can benefit from the advantages of CRM at the highest level. CRM is also preferred for entrepreneurs who have just started their business life. It is an indispensable software for producing result-oriented solutions by accurately analyzing what business life requires and will bring.

How to Use CRM Software?

How should the CRM system be used? It is known that corporate companies, SMEs or entrepreneurs follow, record and report their sales transactions using EXCELL, notebook or similar programs. The biggest problem of using such programs is to try to keep the information up-to-date by constantly changing it manually. However, CRM is a very important program for those who want not to waste time with these. Institutions or people who want to use CRM should first list their purposes correctly and go through the necessary steps without skipping. CRM not only increases the profit rate, but also provides a solid infrastructure service that will provide solutions to the operational processes and strategic expectations of the company. Another important issue here is to have a morning expert and software partner who can use this system correctly. Otherwise, it may become difficult to meet the desired expectations.

Who is a CRM Specialist?

Who is a CRM expert? CRM specialist, who understands CRM software, can integrate the strategies and expectations determined by the company with the system correctly; They are people with field experience. Although the CRM system provides many advantages, enough software cannot be used without a competent expert. When we look at the companies that have achieved significant breakthroughs in national and international market share in recent years, it is seen that they have elements such as CRM specialist, CRM department, CRM manager. Organizations, companies, SMEs or entrepreneurs who want to strengthen their position in the market share and go even higher work with CRM experts to minimize the problems that may occur between the CRM specialist and human and technology and to eliminate systemic errors.

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