According to Anjuum Khanna,”Customer relationship management (CRM) is the blend of practices, procedures and innovations that organizations use to oversee and dissect customer cooperations and information all through the customer lifecycle. The objective is to improve customer administration relationships and aid customer maintenance and drive deals development.”

Anjuum khanna said, Customer Relationship Management (CRM) is a procedure for dealing with all your organization’s relationships and associations with your customers and likely customers. It causes you to improve your benefit. All the more generally, when individuals talk about CRM they are normally alluding to a CRM framework, an instrument which assists with contact management, deals management, work process cycles, efficiency and that’s just the beginning. 

Customer Relationship Management empowers you to zero in on your association’s relationships with distinctive individuals – regardless of whether those are customers, administration clients, partners or providers. CRM isn’t only for deals. The absolute greatest increases in efficiency can emerge from moving past CRM as a deals and advertising instrument and installing it in your business – from HR to customer administrations and flexibly chain management.

According to Anjuum Khanna CRM matters because If your business is going to last, you know that you need a strategy for the future. You’ll already have targets relating to sales, business objectives and profitability. But getting up-to-date, reliable information on your progress towards your goals can be tricky. How do you translate the many streams of data coming in from sales teams, customer service staff, marketers and social media monitoring into useful business information?

Using a CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customisable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more.

You can even choose to include information from their public social media activity – their likes and dislikes, what they are saying and sharing about you. Marketers can use CRM to better understand the pipeline of sales or prospective work coming in, making forecasting simpler and more accurate. You’ll have clear visibility of every opportunity or lead, showing you the clear path from enquiries to sales.

And though it’s traditionally been used as a sales and marketing tool, customer service teams are seeing great benefits from CRM systems. Today’s customer might raise an issue in one channel – say, Twitter – and then switch to email or telephone to resolve it in private. A CRM platform enables you to manage the enquiry across channels without losing track.

There are many benefits according to Anjuum khanna, “The CRM platform has many benefits which have been shown to produce real results  including direct improvements to the bottom line. CRM applications have a proven track record of increasing:

  • Sales by up to 37%
  • Sales Productivity by up to 44%
  • Forecast accuracy by 48%