Customer Relationship

The term Customer Relationship describes systems and processes within companies which, with the help of customer data, aim to unify and improve customer service in order to achieve higher levels of customer loyalty. Customer Relationship brings together various departments, such as sales and marketing, to ensure a uniform approach which ultimately contributes to increasing the company’s success.

Customer Relationship Management enables you to focus on your organisation’s relationships with individual people – whether those are customers, service users, colleagues or suppliers. CRM is not just for sales. Some of the biggest gains in productivity can come from moving beyond CRM as a sales and marketing tool and embedding it in your business – from HR to customer services and supply-chain management.

Cloud-based CRM systems, such as Salesforce, mean every user has the same information, all the time. Your sales force out on the road can check data, update it instantly after a meeting or work from anywhere. The same information is available to anyone who needs it, from the sales team to the customer service representatives.

The Benefits of CRM

Introducing a 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%