CRM helps in binding strong relationship between organization and customers and helps in managing issues related to pre-sales, post-sales and support operations.

CRM is used in an organization to manage customer relationships proficiently. It is a modified method to contact customers and to build long-term relationships with them. It stores customers’ information in a database and further uses it for their benefit. The main objectives to implement CRM in the business strategy are:

• To simplify marketing and sales process
• To make call centers more efficient
• To provide better customer service
• To discover new customers and increase customer revenue
• To cross sell products more effectively

The CRM processes should fully support the steps of customer life cycle. Some of these steps are:

• Attracting present and new customers
• Acquiring new customers
• Serving the customers
• Finally, retaining the customers

The following are the benefits of adopting CRM processes:

• Develop better communication channels
• Collect customer related data
• Create detailed profiles of individual customers
• Increased customer satisfaction
• Access to customer account history, order information, and customer information at all touch points
• Identify new selling opportunities
• Increased market share and profit margin
• Increased revenues
• More effective reach and marketing
• Improved customer service and support
• Improved response time to customer requests for information
• Enhanced customer loyalty
• Improved ability to meet customer requirements
• Improved quality communication and networking
• Reduced costs of buying and using product and services
• Better stand against global competition