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In the span of a few years, Customer Relationship Management has evolved enormously. For most businesses, their most valuable and important asset is their customers. As a business grows, it quickly becomes necessary to have one central place where all this information lives. And CRM software is a system for managing relationships with your customers and storing all the information related to them.

A very useful, approachable, easier to learn, implement and pay for, the CRM software has become a ready-set-go software for businesses of all shapes and sizes. CRM enables companies of all sizes to increase revenue and profits.

Yes, they’re still primarily for sales, marketing, and customer service. However, they now do a bewildering array of other things, such as assisting users in managing relationships among team members, vendors, partners, and collaborators.

What Is Customer Relationship Management (CRM)?

CRM stands for Customer Relationship Management. It is a software system that helps business owners nurture their relationships with their clients. The software gathers customer data from multiple channels. Hence, all detailed information on overall purchase history, personal info, and even purchasing behavior patterns of clients are stored in a CRM software. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

Who uses a CRM system?

A CRM software is a great investment for businesses as it can be easily customized to meet the specific needs of any business type and size.  With the prominence that the cloud CRM software market has been gaining over the years, every business from start-ups, large enterprises, and verticals like real-estate, healthcare, insurance, legal, media, restaurants, travel, banking, tax, freelancers, and non-profits all use CRMs for increasing their sales, marketing, and customer support efforts.

Benefits of CRM

Improves Customer Service | CRM system collects and organizes your leads and customer information for your use. This helps you access important customer information on customer behavior like purchase records and previous communications with contacts across different channels with ease. Customers won’t have to tell you their stories over and over, and you’ll be able to address issues more efficiently and effectively, resulting in increased customer loyalty.

Increase in Sales |CRM definitely helps in streamlining and improving the sales process. All your customer-facing voice, chat, social media, and email touchpoints can be accessed from one place with CRM. You’ll surely clinch more deals by building a consistent, proven sales process and delivering the right message on the right channel at just the right time.

Retain More Customers | Retention and churn rates are important and determines a company’s success. CRM tools like sentiment analysis, automated ticketing, and customer support and customer service automation can dramatically improve your retention by letting human agents defuse problems. You can find out when churn happens and why and address the pain points with the help of the CRM Analytics tools that tracks customers life cycle.

Better Analytics | Analytical CRM tools make your data accessible, understandable, and useful for your business. All of your sales, finance, and marketing data flow into CRM to become visible metrics, and data warehousing and data mining help make sense of it all. Customer acquisition, retention, and better data management are the end results.

Higher Efficiency | Having all your business data in one place makes life easier. It ensures better workflow, easier collaboration between team members, and better project management. Task automation saves you the menial, repetitive work and allows you more time for more productive tasks. Dashboards and analytics will help you gain insights into your work and optimize all kinds of business processes.

Better knowledge sharing | Two major time wasters are miscommunication and a lack of information transfer. You tend to lose a lot of hours per week when people take time self-learning to do things other team members already know how to do. Collaborative CRM tools can help you streamline your teamwork by allowing you to create a knowledge base, establish best practices workflows, and communicate with team members without friction.

More transparency | By assigning tasks, showing work, and defining exactly who is who and who is doing what, CRM allows you to foster greater transparency in your organisation. If sales are your primary concern, you can use performance tracking for individual sales agents. CRM gives everyone in your company visibility into your business processes, fostering better communication and collaboration.

How CRM Works

The CRM system pulls information from all your social media accounts, your website, emails and voice calls, and other channels to help you get more customers and keep the ones you have. Even the smallest of information is present in the system that helps you organize your workflows and business processes, so you can collaborate, close more deals, and generate more revenue. Marketing and sales force automation, contact and project management—these are the bread-and-butter features of CRM.

There are several CRM systems available for use and no one system can be the right option for all. However, there is most definitely a CRM technology tailored for every company’s unique business strategy.


CRM systems offers numerous advantages of modern businesses. Primarily it gives businesses a deeper insight, boost customer satisfaction, and helps you sell more. As you reach out to each lead and customer, you’ll provide a personal touch, which is the quickest way to happier customers.

Keen to learn more or implement a robust CRM system for your business? Use Shergroup’s service to get super organized with all your company data relating to every person in your universe that you can sell too. To get started, contact us right away. Call us or use our live chat feature on our website to talk about your goals and what you already have in place to get started.

For more details on our CRM solution, read here- Manage Your CRM Data | Shergroup

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Last updated | 19 July 2023

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