What is a CRM system?

A Customer Relationship Manager (CRM) is a software/system used to store and manage all your current and potential customer’s data. It uses data analysis about a customer’s journey to improve business relationships, promote organisation and help with workflow automation, which leads to an increase in customer satisfaction and customer retention.

To facilitate business growth, it is essential that you have a place where all important information can be stored. After all, you don’t want your business to be slowed down because you don’t know the answer to important questions like; Who are our customers? What products do they like? Where do they live? When did we last speak to them? How did the last conversation with a customer end? With a CRM all this valuable information can be stored in one place. According to CRM Magazine, 91% of businesses with 10 or more employees now use CRM.

As well as being able to track all your phone calls, emails and communication, a CRM can also be used to add notes, schedule tasks, and organise any next steps that need to be taken. As this information is stored within a CRM, a digital record is also made, which reduces the risk of tasks and actions getting missed, creates a more efficient workflow, promotes good communication and increases customer satisfaction.