Defining CRM
Customer Relationship Management, also known as CRM, has been
around for quite some time. It all started back several years
ago when someone decided that combining both Sales & Marketing
with Service & Support, would be a great idea, and it was.
According to many accounts, Tom Siebel is the mastermind behind
CRM. He extensively developed and marketed CRM until it became a
well used "tool of the trade" so to speak.
Another related industry application, Sales Force Automation
(SFA), is one of the earliest players in the CRM field, as is
customer support. SFA is used to support the sales process of a
company or organization, and it offers Lead Management,
Opportunity Management, Account & Contact Management, Sales
Pipeline Management, Sales Forecasting, Sales Analytics, as well
as many other features, depending on the application.
Corporations have learned that by utilizing technology in their
day to day processes, they can automate virtually their entire
sales force teams and save countless hours that would otherwise
be wasted. CRM and SFA are becoming more popular with time, and
even Microsoft has expanded to include CRM in their list of many
bells and whistles. CRM includes all aspects of interaction a
company has with its customer, whether it be sales or service
related.
It is certain, new technology has changed the way businesses and
organizations approach their CRM strategy, and this has paved
the way for new trends and customer growth. Businesses are able
to customize their customers' experiences and therefore grow at
a steady rate. CRM is a vital part of any business plan, and the
technology just keeps getting better.