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5WH Question about CRM

CRM or Customer Relationship Management is an strategic approach for managing company’s relationships and interactions with current customer and  potential customers.


What does CRM software do? What are the benefits of CRM?
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The CRM system organizes customer information such as email, telephone, address and other information so that company can better understand its customers’ relationship over time.

CRM software helps to improve customer relationship and customer interactions by collecting and organizing data and surfacing the information needed, making it accessible and actionable for assigned people, and facilitating analysis of that data.

CRM offers many benefits and advantages as below:

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  1. Improved sale productivity
  2. Empowered sales management
  3. Improve customization of marketing
  4. Improve customer knowledge
  5. Responsive to customer’s needs
  6. Increased personalized service or one-to-one service
  7. Increased customer satisfaction and retention

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  1. Multichannel integration
  2. Accurate sales forecasting
  3. Reliable reporting
  4. Boosted marketing ROI
  5. Customer segmentation
  6. Time saving
  7. Cross-team collaboration

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When people talk about CRM, they might mean any of three things:
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CRM as Technology: This is a technology product, often in the cloud, that teams use to record, report and analyse interactions between the company and users. This is also called a CRM system or solution.

CRM as a Strategy: This is a business’ philosophy about how relationships with customers and potential customers should be managed

CRM as a Process: Think of this as a the system a business adopts to nurture and manage those relationships.

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Why is CRM important?
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CRM makes it possible for a business to proactively strengthen its relationships with customers, service users, colleagues, partners and suppliers.

CRM helps increase of customer acquisition and retention. All information about customers in one place.

If you want to build your business to last, you know that you need a strategy for the future. For relationship-driven and forward-thinking businesses, CRM is the framework for that strategy.

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Where CRM can be used effectively and efficiently:

Starups, Enterprises (services or manufacturing), Schools, Non-profit organizations....​​​​​​​


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Who will be the primary of CRM in an organization?
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Tradionally, Sales and Marketing team.

Sales teams can use CRM to understand their sales pipeline better. Effectively and efficiently manage customer relationship and increase customer acquisition and retention.

Marketing teams can use CRM to make forecasting simpler and more accurate.

How do different business functions benefit from using CRM?
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Bejond a sales and marketing tool, other functions or departments such as customer service, HR, supply-chain and production management can also enjoy the biggest gains from CRM,

Real and in-time complaint handling and management in customer serivces

Supply-chain, procurement and partner management teams can manage relationships better.

Reporting enables businesses to compare the efficiency of suppliers and so manage their entire supply chain more effectively.

The HR team can use CRM to accelerate the recruitment process, speed up the on-boarding process, automating the process of managing candidates, analysing resourcing needs and identifying skills gaps, and supporting the pursuit of staff retention targets and track employee performance

Since all the streams of data coming from sales teams, customer service staff, marketers and social media—and translate them into actionable business information, it is a big advantage over your competitor in the same playing field.