Overview of CRM

CRM is the abbreviation for customer relationship management. CRM entails all aspects of interaction that a company has with its customer, whether it is sales or service-related.


Benefits of CRM:

• Understand the customer
• Retain customers through better customer experience
• Attract new customer
• Win new clients and contractsIncrease profitably
• Decrease customer management costs

How CRM is Used Today?

While the phrase customer relationship management is most commonly used to describe a business-customer relationship, however CRM systems are used in the same way to manage business contacts, clients, contract wins and sales leads.

CRM solutions provide you with the customer business data to help you provide services or products that your customers want, provide better customer service, cross-sell and up sell more effectively, close deals, retain current customers and understand who the customer is.

Types of CRM:

What is Enterprise CRM?

Enterprise customer relationship management is a family of tightly-integrated 

applications that span both front- and back-office operations throughout a company. 

These solutions – which include sales force, marketing, contact center, and help desk 

automation systems – seamlessly coordinate and consolidate the disparate, repetitive 

processes and silo-ed data that often exist across multiple customer-facing business 

units. With enterprise CRM, all sales, marketing, service, and support staff can share 

information and work in synch to build stronger, more profitable customer relationships.

What is Hosted CRM?

Hosted CRM, also known as on-demand CRM, provides a simpler, faster, and more 

affordable way for businesses to take advantage of powerful technology tools that 

streamline and automate the way customer interactions are managed across touchpoints. With hosted CRM, all hardware and software components are purchased, 

installed, tested, and maintained by a third-party hosting provider at a remote site. The 

hosting service provider also stores and manages all customer-related data. Companies 

need nothing more than a standard Web browser to access and utilize the CRM 

application and its features. 

What is On-Premise CRM?

On-premise CRM, also known as licensed, on-site, or in-house CRM, is a customer 

relationship management application that is housed at a client’s location, and managed 

by its own employees. Internal IT personnel are responsible for installing all hardware 

and software components, integrating the solution with existing systems, deploying it 

to end-users, and storing all related data. System administration, upgrades, and other 

routine maintenance are also performed by IT staff.

What is Mobile CRM?

A mobile CRM application is a powerful, full-featured software solution that allows field 

workers – such as sales representatives, service staff, and support teams – to access 

and interact with customer data while they’re on the road. Using cell phones, Blackberry 

devices, Windows Pocket PCs, and other Web-enabled handheld appliances, users 

can retrieve and update customer-related information from back-end systems, manage 

opportunities and jobs, process orders, check inventory levels, and much more, just as 

easily as if they were in the office.

Key Benefits of CRM Solutions for Your Company

CRM solutions can help your business enhance the way it interacts with and services 

customers through multiple channels and divisions. With a CRM suite, you can 

deploy company-wide best practices, implementing consistent, effective, and efficient 

processes across departments and business units, to ensure a positive end-to-end 

experience for your customer.